Job Summary

The primary purpose of this position is to manage a staff of employees, MAST and Union in the PSEG fast-paced call center, servicing over 1.2 million customer accounts annually through voice and digital channels, including phone, email, chat and social media. Customer interactions include but not limited to  establishing new accounts, answering program questions, billing questions, collections agreements, outage and emergencies. 

Manager is accountable to ensure daily metrics are met with a focus on performance management and promoting a positive customer experience. This position will lead a team of supervisors and team leads ensuring employee performance is met through coaching and development. 

The Call Center Manager will collaborate with other teams to ensure proper staffing, budget management, and manage team projects as needed.  Will also work closely with Customer Technology and Market Intelligence teams to promote the adoption of new programs, processes and technologies to improve the overall customer experience. 

Job Responsibilities

• Lead the delivery of a consistent positive customer experience across multiple voice and digital service channels including inbound calls (100,000 monthly), social media, email (10,000 monthly), chat, mail correspondence and self-service platforms.
• Manage customer facing bargaining unit and management personnel across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power. Metric targets which encompass safety, customer experience, associate availability, operational and financial metrics.  Achieve operational excellence and high customer satisfaction while tracking and reporting metric adherence.
• Provide leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives, developing a collaborative and inclusive environment.
• Lead the development and execution of employee engagement actions/plans; demonstrates the ability to maintain collaborative relationships with Union leadership and effectively administer the collective bargaining agreement.
•  Lead/implement cross departmental process improvement efforts as well as  identifying process efficient improvements within the Call Center.
• Work collaboratively with Training organization to ensure delivery of high quality training to ensure workforce is readied to execute job functions in a customer sensitive manner, ensuring a positive customer experience.

Job Specific Qualifications

Required

• Bachelor's degree with 10 years of experience in call center management and/or customer operations. In lieu of a degree 15 years in call center management and customer operations experience
• Ability to effectively manage a large operation with focus on driving performance through application of and adherence to performance metrics?
• Strong interpersonal, communication and negotiation skills
• Good customer service skills with a demonstrated focus on customer satisfaction
• Ability to develop organizational talent and manage performance.
• Must foster an inclusive work environment and respect all aspects of diversity
• Demonstrated ability to plan, organize and multi-task 
• Financial acumen, analytical and process improvement skills
• Proficient with Microsoft Office
• Must demonstrate safety awareness and work to improve PSEG Long Island safety culture
• Demonstrated knowledge of call center technologies 
• Excellent written and verbal communication skills
• Familiarity with application of Call Center Technology (i.e., phone, IVR, Chat. Email, etc.) 
• Must have a valid US driver’s license
• Required to work extended hours and/or performs functions different from normal operations during storm/outage restoration efforts and may be required to work at alternate locations 

Desired

• Familiarity with NICE Voice Recording, Analytics, and Workforce Management,  IVR;  Customer Outage Management system
• Experience with managing union personnel

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.