Mgr Customer Care
Core
Plan, direct, and manage Customer Services operations organization including non-exempt and bargaining unit employees to ensure optimum service quality and operational performance.
Role type
Senior Manager, Customer Care Operations
Builds
Customer Care Center operations and strategies
Domain
Energy utility / Customer Service Operations
Required skills
Strategic planning, team management, union relations, grievance resolution, process improvement, budget management, performance evaluation, project management
Preferred skills
Leadership development, talent management, CX metrics analysis, Lean/Six Sigma, organizational change management, cross-functional partnership
Technologies
Customer information systems
Responsibilities
Direct management employees in strategy development and tactics implementation; Evaluate and instruct managers of bargaining unit or non-exempt line employees; Develop working relationships with union to resolve labor disputes; Design and monitor process/procedural improvements; Interface with other business units to ensure timely work completion; Establish and maintain a safe work environment
Seniority
Senior, hands-on IC