The Director, Customer Contact (the Director) will be based in Duquesne Light’s corporate headquarters in Pittsburgh, PA and will report to the Vice President of Customer Service. Will be responsible for strategic direction and day-to-day operations for the Company’s 125 person omni-channel (i.e. phone, email, chat, etc.) Customer Contact Center. The Director will ensure appropriate departmental metrics are developed, monitored/tracked, and reported to senior leadership. The Director will implement best practices across people, process, and technology that lay the foundation for achieving top-decile customer satisfaction and performance metrics.
Job Responsibilities:
Ensure the efficient, productive, and engaged operation of the Customer Contact department. Make certain that personnel in the group have the necessary tools, resources, and training to accomplish individual and departmental procedures and objectives;
Perform resource management functions to ensure Customer Contact employees are aligned with call volume, e.g. call forecasting and staff scheduling;
Design, develop, direct, and implement departmental and procedural improvements for the Customer Contact department. Ensure efficient and effective use of technologies to leverage outcomes, analytics and recommendations, including optimizing the IVR and other technologies;
Oversee customer satisfaction and direct strategic objectives to improve customer segments, department participation and efforts to improve service reliability;
Strong understanding of the technology involved in customer contact center operations, best practices with respect to customer experience, as well as a record of driving positive cultural change and developing people to evolve with changing business needs and practices;
Sets strategy and develop a long-term vision by utilizing sound business judgement and independent thinking, as well as incorporating the ideas of colleagues/peers;
Translate the Customer Contact strategy and vision into actionable and quantitative plans by establishing compelling goals and appropriate schedules for accomplishment/improvement in a manner that creates enthusiasm among the workforce;
Attainment of top-decile customer satisfaction metrics;
Managing a team of three direct reports;
Education/Experience Requirements:
Roles at this level require a university/college degree. Higher level education such as a master’s degree, PhD, or certifications is normally required. Relevant industry experience to be successful in the given role is typically 15+years. At least 10+ years of prior management experience is required. Proven leadership experience with a large scope is required.
Minimum of 7+ years leading a Customer Contact Center and managing a workforce comprised of supervisory, professional, clerical, and union personnel. Will display a track record of proactively and successfully optimizing operations in a Customer Contact Center environment that resulted in positive business outcomes, e.g. key metric improvement, turnover reduction, etc.
Preferred:
Utility and management of union employees experience.
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