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Manager, Call Center

National Grid


Location:
Brooklyn, NY
Date:
08/18/2017
2017-08-182017-09-16
Job Code:
20172108
Categories:
  • Customer Service
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Job Details

Company
Description: Description About the Position: Manages the service delivery and performance of the Brooklyn Contact Center in order to ensure exceptional customer experience across all channels through continuous improvement of the end to end process
Position Responsibilities (inluding but not limited to): Promote Process Excellence across all activities in order to achieve business objectives and continuously improve performance. Initiate, lead and actively participate in cross functional hubs and end to end process teams. Translate business objectives into clearly defined plans and schedules Develop high level plans and champion innovation through the use of pilots and projects, in conjunction with PEX, workforce management, program management and service providers in order to improve performance and service levels. Acts commercially by driving activities in order to achieve high productivity, low costs and efficient work practices and to ensure compliance with National Grid policies and procedures. Ensure compliance with all regulatory standards and service level agreements including business ethics, data privacy and Electric Emergency plans and storm reporting Manage ongoing relationships with unions and key internal functions Drive high levels of employee engagement and enablement through effective leadership and coaching Challenge existing processes and continuously seek ways to do things better with a strong customer driven focus Execute on Business Continuity and Resilience plans and manage to resolution emergency situations impacting both customer and employees in an appropriate fashion Program delivery of Energy affordability and Consumer advocacy
Qualifications Knowledge & Experience Required: Bachelor’s degree and 7+ years’ experience managing operational/call Center/customer office/processing activity in a performance driven environment.* Experience of leading, inspiring and motivating a large operational team in a union-based environment.* Understanding of Continuous Improvement principles Good understanding of key business drivers and external commercial environment Proven influencing skills, able to influence at senior levels, internally and externally Capability Requirements: Holding People Accountable (3): Demands continual high performance in cost and quality and makes the consequences of non-performance clear to supervisors and staff. Impact and Influence (2): Uses a customer satisfaction and performance-driven approach by considering what is important to the audience and communicating accordingly with supervisors, center staff, peers and agencies/regulators. Team Leadership (2): Promotes team effectiveness by soliciting input from supervisors and team members, communicating service level expectations and delegating responsibilities while providing support, process and structure. Organizational Savvy (2): Identifies the key stakeholders/functions in the organization which impact upon contact center activity, and understands how National Grid business decisions, structures and policies may impact workload. Drives Results (3): Sets and strives to meet challenging targets, goals and service levels focused on cost and quality in a challenging and high volume environment. Job Dimensions: Employees: Employees: 100+ staff, managing supervisors with approx 20:1 span of control; as well as a unique contract supporting the agent population Risk: Risk management of significant regulatory penalties directly tied to Service Quality performance Service Level Contracts: Responsibility for real time and strategic management of service level objectives being supported by one total population.
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Job : Business Services Primary Location : NY-Brooklyn Organisation : Business Services Schedule : Full-time Job Posting : Aug 9, 2017, 10:35:00 AM Unposting Date : Ongoing

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