Mgr, Customer Contact Ops

Basic Purpose

Manages and oversees call center staffing and operations. Implements quality monitoring and other performance management programs. Ensures contract agreements are upheld and applied consistently and effectively. Leads the department in attaining established corporate-defined goals.

Essential Duties and Responsibilities

Oversees the preparation of business cases and recommends highest priority, cost-effective changes to improve company performance and customer satisfaction. Implements policies, processes, systems, and procedural changes. Ensures changes are implemented as designed and that proper internal controls are in place.

Communicates the department vision and strategy to ensure employees understand the big picture and how their roles support the goals and objectives of the company.

Initiates methods to broaden communication channels and develops processes to facilitate the exchange of information and improves processes with other groups - internally and externally.

Recommends resources and appropriate organizational structure changes needed to accomplish timely and quality customer interactions. Analyzes annual, quarterly, monthly and daily customer call and other workload forecasts and staffing plans and related budgets for the Call Center.

Implements quality monitoring program and annual objectives and monitors performance of the plan.

Establishes clear and objective performance targets for customer representatives.

Designs and monitors internal controls to ensure that service order, credit, and payment arrangements transactions will result in timely and accurate billing and maximum collection of revenues while balancing customer satisfaction.

Ensures employees are properly trained and possess the necessary skills and knowledge to perform their jobs and ensures training and coaching are provided to employees for their development and success.

Provides regular safety training programs and safety audits, particularly as it relates to repetitive motion, lighting, and other ergonomic issues.

Provides leadership in collaboratively developing the vision and strategies for the customer contact organization, focusing on a balance of financial excellence, customer satisfaction and workplace quality.

Directs personnel activities of staff (i.e. hires, trains, rewards, disciplines, motivates, etc.)

Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.

Monitors and enforces all compliance requirements for area of responsibility.

Performs related duties as assigned.

Essential Education, Skills, and Environment

Education and Work Experience

Bachelor's degree from an accredited school in the area of specialty and 6 or more years of related experience with 2-4 years of management responsibility in the call center or an equivalent combination of education and experience.

Specialized Knowledge and Skills

Excellent knowledge of Automatic Call Distributor (ACD) equipment, and Interactive Voice Response (IVR systems). Excellent analytical, time management, communication, decision making, presentation, human relations, and organization skills. Able to resolve problems in a timely manner for 24 hour by 7 day operations. Excellent written and verbal communication and interpersonal skills including the ability to consult and resolve internal or external customer's issues which may be sensitive or urgent in nature. Ability to work with all levels of an organization including people with different styles and backgrounds and to work as a member of a team.

Equipment and Applications

PCs, word processing, spreadsheet and database software.

Work Environment and Physical Demands

General office environment. No special physical demands required. Occasional travel required.

NV Energy is looking for qualified people to join us in one of the premier energy companies in the West. Located in the fastest growing state in the United States, NV Energy provides electricity to 1.3 million customers throughout Nevada as well as a state tourist population exceeding 40 million annually. Among the many communities we serve are Las Vegas, Reno-Sparks, Henderson, Elko and South Lake Tahoe. We also provide natural gas to more than 155,000 citizens in the Reno-Sparks area.

At NV Energy, we celebrate diversity, equity and inclusion. NV Energy is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.