Mgr Customer Contact Operations

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

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Manager Customer Contact Operations manages a team of contact center supervisors directly and directs their activities to achieve Customer Service targets and goals. Monitors team performance to ensure customer contact (call center and walk-in areas) goals are met and that both call center and walk-in center quality and training efforts are supported. Analyzes, develops, and implements processes for Customer Contact, as well as facilitating work plans. Serves as the liaison between business operations and the technical departments that support Customer Contact. Develops and maintains a positive team environment by providing high support, visibility, and accessibility.

Minimum Skills Minimum Knowledge and Abilities

Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling

Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

Familiarity with a variety of office equipment, standard software packages, and application and use of personal computers, including the Microsoft Office suite of products.

Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.

May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.

Incumbent must be able to support operations open on weekends and evenings. All employees must be willing to work all shifts, overtime, holidays, and emergency shifts as required.

Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills, and time management skills to ensure that work-related activities are completed accurately and timely.

Experience in contact center operations with a strong understanding of metrics, forecasting, and call flows.

Competencies

Driving Projects to Completion

Managing Performance

Delegating Responsibility

Championing Customer Needs

Developing Plans

Communicates Effectively

Bachelor's Degree in Business Administration or related field from an accredited university or related experience

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.

Ability to travel to and from client meetings, training sessions and other business related events. After hours work may be required.

Office Environment

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.