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Director, Customer Contact Center and Service Excellence

3 months ago

Pittsburgh, United States Duquesne Light Full time

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team

Summary:

The Director, Customer Contact & Service Excellence, will play a pivotal role in continuing to transform Contact Center operations into a Center of Excellence. As a partner in the transformation efforts, the Director will lead the implementation and management of enterprise contact center capabilities and develop and implement platform capabilities that support the successful scaling of contact center solutions. The Director will be responsible for strategic direction and day-to-day operations for the Company’s +150-person omni-channel (i.e. phone, email, chat, etc.) Customer Contact Center and will ensure appropriate departmental metrics are developed, monitored, tracked, and reported both within the department for continuous improvement and to senior leadership. The Director will implement best practices across people, process, and technology that lay the foundation for achieving customer satisfaction and performance metrics.

This position will be based in Duquesne Light’s corporate headquarters in Pittsburgh, PA and will report to the Vice President, Chief Customer Officer.

Location: Hybrid, downtown Pittsburgh, Pennsylvania

Responsibilities:

  • Successfully lead and fully engage a hybrid team to deliver contact center excellence to all stakeholders.
  • Foster strong relationships with senior leaders and stakeholders ensuring continuous platform enhancements to support new and existing products/capabilities.
  • Reduce the cost to serve and manage the overall budget (capacity planning, operating plan).
  • Participate in the delivery of regular business reviews, and presentations to multiple stakeholders including Board-level and regulators.
  • Manage communications and engagement with internal and external stakeholders for the Contact Center business, including strategic advisors and senior business heads.
  • Translate the Customer Contact Center 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.
  • Drive efficient, productive, and engaged operation of the Customer Contact department and ensure employees have the necessary tools, resources, and training to accomplish individual and departmental procedures and objectives.
  • Oversee 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 Center. Ensure efficient and effective use of technologies to leverage outcomes, analytics and recommendations, including optimizing the IVR, automation, AI, and other technologies.
  • 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.
  • Ensure appropriate departmental metrics are developed, monitored/tracked and reported to senior leadership.
  • Implement best practices across people, process and technology solutions that achieve top decile customer satisfaction and performance.
  • Oversee customer satisfaction and direct strategic objectives to improve quality assurance, reduce compliance complaints, and ensure first call resolution.
  • Oversee department participation and efforts to improve service reliability.

Education/Experience:

  • Bachelor’s degree in business administration, Communication or related field is required.
  • Fifteen (15+) or more years of experience in a related or transferrable field is required.
  • A minimum of ten (10+) years of proven leadership experience across multiple disciplines and multiple management layers required.
  • Minimum of seven (7+) years leading a Customer Contact Center required.
  • Experience leading in a bargaining unit environment, specifically skilled trade employees required.
  • Agile product development experience is essential.
  • Higher level education such as a master’s degree, PhD, or certifications strongly preferred.

Skills:

  • Demonstrated 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 etc.
  • Highly skilled in technology; inclusive of AI
  • 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.
  • Proven ability to partner effectively with executive leaders to develop, implement and manage strategic and operational initiatives.
  • Versatile and inspirational leadership approach with a track record driving execution, accountability, and innovation across large/complex organizations.
  • Solutions oriented team player with the aptitude to establish governance forums across team members, partners, and stakeholders to find the best outcome and execute swiftly.
  • Strong entrepreneurial skills, i.e. able to prepare business cases, financial analyses, and risk assessments to make sound business decisions.
  • Strong analytical and quantitative skills, implementing data-driven decision making.
  • Strong project management skills, i.e. ability to lead teams to achieve defined results on schedule, within budget, and to meet requirements.
  • Highly motivated with the ability to prioritize numerous projects to meet critical deadlines.
  • Ability to develop unique solutions for complex problems and situations.
  • Superior written, verbal and presentation skills.
  • Storm role as appropriate to the role and skillset.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.