Director of Call Center Operations

Job Title: Director of Call Center Operations Work Place Flexibility: Onsite Legal Entity: Entergy Services, LLC Job Summary/Purpose

The Director of Call Center Operations is responsible for assisting in the development and execution of the overall Contact Center delivery strategy, encompassing of both internal site(s) and 3rd party vendors that maximizes employee satisfaction, customer satisfaction and customer experience in an Omni-Channel environment. This position will ensure that the organization is well positioned in a rapidly evolving and competitive environment by creating ongoing organizational change, process optimization, quality of service improvements, and development of a highly skilled workforce aligned with Entergy’s vision to be a premier utility. This role will support the identification and lead the adoption of business opportunities to drive 1st quartile results across contact center key metrics, i.e. net promotor score (NPS), calls offered, first contact resolution (FCR), customer satisfaction (CSAT). This key role will partner with the Vice President of Customer Care and Entergy’s Executive Management Team to clearly cascaded the company’s vision and objectives to all stakeholders in the Contact Center Organization while ensuring that it is achieving its strategic goals at the optimum pace. This key role will ensure that highly productive relationships and effective vendor partnerships are in place to deliver on desired outcomes for our stakeholders. This role ensures a cost-effective operation by partnering with finance to set and manage the Contact Centers O&M budget.

Job Duties/Responsibilities

Customer Operations Support / Service Delivery

Executive Direction

Leadership of key Service Delivery function: Business Process Outsourcing (BPO) Management

Leadership of key Contact Center function: Service Assurance

Leadership of key Service Delivery function: Business Management

Leadership of key Service Delivery function: Center Operations

Minimum Requirements

Minimum education required of the position

Minimum experience required of the position

Minimum knowledge, skills and abilities required of the position

Any certificates, licenses, etc. required for the position

None

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Primary Location: Louisiana-West Monroe Arkansas : Little Rock || Louisiana : West Monroe

Job Function: Professional

FLSA Status: Professional

Relocation Option: Level I

Union description/code: NON BARGAINING UNIT

Number of Openings: 1

Req ID: 118785

Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated. Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request. Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties. Equal Opportunity

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties. Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.