Duquesne Light Company

Contact Center Manager

Pittsburgh, PA

full_time

About This Job

The Manager of the Customer Contact and Service Delivery Team is responsible for the day-to-day management of the frontline team of agents who interface with DLCs residential, small, and medium business customers. This role is accountable for maintaining the regulatory service levels, staffing needs, and other key KPIs for the customer service operations.

The Manager will be accountable for the day-to-day management of operational execution; developing and exercising business plans, policies, and procedures. This role contributes to proactive planning exercises of management team as requested; trains and develops staff, and plans the workflow. The Manager looks for areas of process improvement and directs available resources to accomplish this. Additionally, the Manager leads changes and implementations for direct team as pushed down through the organization. Primary responsibilities include:

Hybrid: Pittsburgh, downtown.

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Relationship Building and People Development

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Manage a group of Frontline Leaders (3 to5) responsible for the supervising, coaching and developing a team of Customer Service Representatives.

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Integrate industry best practices to create an engagement plan for employees and build relationships with direct team and center employees in both the remote and in office environments.

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Guides Union leaders to partner to create an engaged and productive workforce and use persuasive skills to resolve union grievances.

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Driving Results

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Benchmark with others both within the utility space and in other industries to integrate best in class center metrics and achievement of goals.

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Develop improvement plans and implement solutions to improve results and overall customer service.

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Manage budget and track expenses.

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Evaluate employee performance to key objectives.

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Improve Customer Experience through Process Improvement

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Influence and persuade other departments including Regulatory, CX and IT to create and improve and automate customer applications.

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Lead the team demonstrating Operational Excellence by creating efficiencies in existing processes.

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Create and present reports and documents and for leadership team.

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Resolve customer escalations.

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Guides Credit and Collections Manager and the Collection team to define and coordinate the Collection activities and drive results.

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Monitor center performance through call observations.

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Across all these areas, this role is responsible for continuous improvement, operational excellence , operational cost/ value, and automation.

Education/Experience Required:

· Bachelor of Science degree in Business, Education, Engineering, EHS, Human Resources, or related field.

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Seven (7) or more years relevant experience.

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Qualifications:

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Customer Service focus

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Call Center experience

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Three to five (3-5) years prior people management experience is desired.

Skills and Abilities Contributing to Success in this Role Include

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Knowledge of Call Center metrics and IVR function

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Experience with union employees and familiarity with Collective Bargaining Agreement

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Excellent written and oral communication skills.

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Ability to effectively manage people and programs.

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Experience managing and leading people is required.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.

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