Manager-Customer Contact Operations

Job Summary

Manages staff and allocation of resources for the operations of a customer contact and energy management organization to ensure customers receive prompt, courteous, and efficient handling of inquiries. Duties include but are not limited to those included within this summary. Responsible for development, implementation, communication and achievement of short and long-term strategic goals and objectives. Leads the Oversees operating systems including policies, procedures, performance management and operating structure. Establishes and implements quality/attendance/service standards. Analyzes operations and efficiency of the contact center utilizing key performance metrics and customer feedback. Ensures adherence to company and governmental policies and codes of regulations by monitoring performance metrics and takes appropriate action to successfully resolve concerns and communicate standards. Responsible for identification of the key individual and team motivators and the implementation of employee engagement strategies to create an environment that fosters engaged employees. Manages performance and development of team members to ensure effective service delivery to customers. Implements programs, staffing plans, methodologies and metrics that ensure effective utilization of the department's labor and resources and achieves high levels of customer satisfaction. Oversees the contact center hiring process, including screening, interviewing, and hiring practices. Identifies group training needs and provides developmental opportunities and training to supervisors and staff and supports Customer Experience initiatives. Leads the team in a manner that is conducive to delivering excellent customer experience.

Occassional travel (up to 25%) to the Norfolk, VA office will be required. 

Required Knowledge, Skills, Abilities & Experience

8 years of related experience required.

• Extensive knowledge of customer contact operations and energy management organization and related customer service activities.
• Knowledge of company policies and procedures, as well as government regulations including but not limited to (list compliance areas).
• Operational knowledge of other departments to include but not limited to Metering, Credit, Billing, Operations, etc.
• Must have excellent critical thinking, problem-solving, analytical and mathematical skills. Must have strong project management and organizational skills.
• Demonstrated ability to develop, implement, communicate, and achieve short and long-term strategic goals and objectives.
• Must be able to demonstrate safely achieving high quality results what contribute to the achievement of business and organization objectives.
• Must be able to contribute to and managed a budget. Utilizing financial information and practices to identify business realities and create sustained shareholder value.
• Attracting, developing, and retaining talent to ensure people with the right skills are in the right positions at the right time to achieve organizational results.  
• Utilizing appropriate interpersonal styles and communications methods to build and maintain effective relationships with others.
• Strong interpersonal and communication skills in person, by phone, and in writing.
• Must have excellent knowledge of Computer software programs such as Microsoft Office products and Customer Experience systems.
• Must be able to demonstrate ability to influence, lead, direct, coach, mentor, train, develop, engage and management employees.
• Demonstrated ability to achieve planned results by decisions and actions based on professional methods, business principles and practical experience.
• Demonstrated ability to make recommendations/decisions regarding existing or new programs/initiatives that have significant impact to the business operations/outcomes.

Education Requirements

Degree or an equivalent combination of educations and demonstrated related experience may be accepted in lieu of preferred level of education:

Bachelor's Degree

Preferred Discipline(s): Business Administration, Management
Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description

Working Conditions

Other Working Conditions

Test Description

No Testing Required