Director Customer Contact

Director Customer Contact

Lead and direct the management and implementation of short- and long-term initiatives and projects designed to assure the highest levels of customer service, maximize profitability and achieve reliability, safety, performance, and customer service goals. Directs the strategy, resources and activities for a 24 / 7 multi-site call center operation which includes approximately 480 associates (Union and Mast), PSE&G's 16 Customer Service Centers with over 100 union and management associates, as well as the workforce management organization. Build and maintain relationship with the Union, inclusive of meeting and collaborating with Local 601 Union Leadership. $58 million dollar O&M budget. Develop and sustain a culture that fosters high performance, while promoting a safe, motivated, productive and diverse workforce. This position reports directly to the Senior Director Customer Care.

Job Responsibilities :

• Lead, direct and monitor operations for 24 / 7 multi-site call center operations for approximately 480 associates. Manage 2 call center locations that support 2.6M call center inquiries and 200k+ emails annually (billing and payment inquiries, customer relations, clean energy future program information / lead development, WorryFree promotion + enrollment, in-bound collections, etc.). Responsible for workforce planning, forecasts and scheduling to meet the increasing expectation level of customers.
• Lead and direct strategy, resources, and activities for 16 customer service centers across the state of NJ, servicing over 2 million walk-in-customer transactions that includes collection of over $175 million is cash payments. Ensure service centers are well equipped to provide consultancy support to PSE&G customers, as well as transactional support for payments, documentation, move in process, name changes, and other needs of PSE&G's 2.7 million unique customers that include 1.5 million combination Electric and Gas service customers, 805,000 single service Electric and 374,000 single service Gas customers.
• Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion. Create and implement a high-performance culture focused on customer satisfaction, employee engagement, a positive team environment. Develop, empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement, grow and support the needs of its customers.
• Build and maintain relationship with Union. Meet and negotiate with the Union Executive council.
• Responsible for overall financials and internal controls for Customer Contact. Develop and oversee a $58 million dollar O&M budget. Assure adherence to the plan and balance cost containment with customer satisfaction, operational excellence, employee satisfaction and the overall business objectives.
• Ensure team meets / exceeds operational metrics, inclusive of key performance indicators that are on the Utility / Customer Care Scorecards (i.e. Transaction Satisfaction Survey, JD Power, Average Speed of Answer) and are also required by and reported quarterly to the Board of Public Utilities (i.e. Average Speed of Answer, Abandoned Call Rate, Speed of Customer Call Response).
• Develop and sustain a culture that fosters high performance. Provide leadership in promoting a safe, motivated, productive and diverse workforce. Provide timely and accurate feedback regarding performance and operations.

Job Specific Qualifications :

Desired :