Sr. Manager, Customer Service Assurance

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, Inc.-ESI (OLD)

JOB SUMMARY/PURPOSE:

This position will lead & direct all vendor, performance, and operational functions to ensure optimal deliver of customer service inside the contact center organization. As operational leader, this position is accountable for the strategic creation, evaluation, development, documentation, and alignment across the enterprise for key initiatives in Vendor Management, Performance Management, Operational Execution, Quality, Training, Process, Audit & Compliance and Complaint Resolution. This position will tactically manage and oversee that strategies are clearly understood by all stakeholders and that the organization achieves its strategic goals at the optimum pace. The position will lead/ensure that Service Assurance initiatives, Vendor Management, and Operational execution align to key performance goals & expectations. The position also ensures highly productive relationships and effective BPO vendor partnerships for the benefit of the organization.

JOB DUTIES/RESPONSIBILITIES:

- Vendor Management Leadership

o Provide leadership for Vendor Management staff to ensure alignment across all vendors & sites

o Develop & maintain strategic relationships with BPO vendors to ensure alignment of goals & objectives

o Oversee evaluation, measurement, and verification (“EM&V”) activities to validate supplier compliance with contractual terms

o Oversee quarterly performance reviews with Entergy and vendor business unit leaders and executives to evaluate performance, priorities, and expectations

o Deploy remediation plans in coordination with vendors, Service Assurance, BPO, and other necessary parties to resolve performance gaps in overall operations, monitors contract performance

o Review contract efficiency for cost & performance effectiveness with BPO vendors

- Performance Management & Compliance

o Develop & implement new review program to ensure optimal deliver on performance goals

o Drive excellence in key service performance metrics including ASA, CSAT, FCR, abandonment rates, & cost

o Oversee weekly/monthly/quarterly performance reviews with both Entergy & vendor business leaders and executives

o Evaluate remediation plans with business leaders to resolve operational performance deficiencies

o Lead continuous assessment to ensure reporting & analytics are available, timely, and valuable for key stakeholders

- Service Delivery Leadership

- Lead the Service Assurance function consistent with business goals, bringing in industry leading & innovative insights, business opportunities, and inspiring creative ideas.

- Orchestrate delivery of enterprise plans, policies, and corporate initiatives to create sustainable value in key KPI’s for the company.

- Develop and implement standardized strategic planning tools to foster consistency over time and across projects and initiatives.

- Cultivate business plan drafts and summaries to be used within CCO Operations

- Identify, enable, and execute key activities, milestones, deliverables for the ESS business plan

- Collaborate with senior management and OPCOs to improve customer experience and reduce call volume

- Actively develop the abilities and skills of department members through formal programs of training, mentorship, and hands-on learning.

- Customer Information Continuity Director(Storm role)

- Industry Standards & Practices

- Ensure strong collaborative relationships within the utility and externally with peers and partners to consistently evaluate the quality of thinking and ideas applied to business practices

- Identify and disseminate industry/peer best practices for consideration by the CSD organization

- Vet and actualize opportunities to evolve processes and enhance capabilities across the utility and with the partners

- Leadership of Key Service Assurance Functions

- Quality Assurance Program

- Training Program

- Communication

- Process Enforcement & Continuous Improvement

- Audit & Compliance

- My Service Console

- Leadership of Key Service Assurance Functions – Operational Readiness

- Intra-departmental process liaison

- Manage IT SNOW case backlog (requirements gathering, testing)

- Coordinate IT Change Management process

- Manages Technology Adoption within the CSD organization

- Ensures that IT capabilities are envisioned in every business process

- Leadership of key Service Assurance Functions – Issue Resolution

- Issue Resolutions (tier-3 oversight of the escalation process)

MINIMUM REQUIREMENTS:

Minimum education and experience required of the position

Bachelor's Degree with a minimum of 10+ years of customer service or related business experience OR in lieu of degree, minimum 11+ years of customer service or related business experience is required.

Preferred education and experience required

- MBA preferred - 5+ Direct experience leading a contact center training and process function.

- Personal knowledge and understanding of utility processes and practices within and outside of the contact center.

- Ability to create and maintain productive working relationships throughout the utility (e.g. OPCOS, Regulatory, Legal, etc.).

- Demonstrated successful facilitation resolving executive-level and regulatory customer complaints.

Minimum knowledge, skills and abilities required of the position

- Strong interpersonal, collaboration, leadership, and analytical skills.

- Demonstrated strong work ethic and exceptional levels of accountability, self-drive, and business judgment

- Excellent oral and written communications skills and ability to interact with all levels of the organization.

- Strong presentation development and delivery skills.

- Ability to develop and implement initiatives.

- Strong knowledge and experience in contact center technologies and operations management.

- Strong electric utility experience

- Experience in Project Management roles.

- Knowledge of legal/regulatory requirements.

- Familiarity with program and project management including governance, compliance, roles and responsibilities, methodologies, processes and procedures.

- Strong knowledge and understanding of the organization's business operations and industry.

Any certificates, licenses, etc. required for the position

None

#LI-AH1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock

Job Function: Professional FLSA Status: Professional Relocation Option: No Relocation Offered Union description/code: NON BARGAINING UNIT Number of Openings: 1 Req ID: 119983 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.

Know Your Rights: Workplace Discrimination is Illegal

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.