Customer Care Operations Leader

VetJobs; Philadelphia (Philadelphia County); On-site; USD 108,000 - 149,000; Full time

Benefits offered by this job

401(k) match

Medical, dental and vision insurance

Life and disability insurance

Generous paid time off

Employee Assistance Program

Tuition reimbursement and wellbeing

Job summary

Exelon Corporation in Philadelphia is seeking a Customer Care Operations Specialist to lead a diverse team in delivering high-quality customer service. The role emphasizes safety, cost control, and adherence to CBAs while driving efficiency and customer satisfaction.

You will oversee managers and staff, coordinate across centers, and ensure budget targets and operational goals are met with 24/7 readiness during storms or emergencies.

Qualifications

• Demonstrated leadership, managerial and supervisory experience.
• Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes.
• Proven experience in managing the employee dispute resolution or grievance process.
• General understanding of customer information systems.
• Demonstrated computer literacy.
• Demonstrates strong project management skills.
• Demonstrates high levels of leadership in EED competencies: Drives for Accountability and Achieves Results Fosters Teamwork and Collaboration Applies Continuous Learning and Improvement Sustains High Performance in Ambiguous Situations Promotes Diversity Creates Competitive Advantage.

Responsibilities

• Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans.
• Coordinate and evaluate scheduling of work within the area; coordinate operations with Contact Center Support teams; review and approve all departmental expenditures.
• Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees; evaluate performance and develop programs to enhance skills.
• Develop working relationships and implementation plans with union to reduce misunderstandings and resolve labor disputes; manage activities and processes per CBA.
• Design, implement, and monitor process improvements; interface with other units to ensure timely completion of work.
• Establish and maintain a safe work environment; manage the facility to ensure a safe, clean and productive environment.
• Ensure customer and employee satisfaction; represent Customer Care to internal and external audiences.

Skills

Leadership

Project management

CBA knowledge

Customer information systems

Education

High School/GED

Bachelor degree preferred

Tools

Lean Six Sigma

Job description

Exelon Corporation in Philadelphia is seeking a Customer Care Operations Specialist to lead a diverse team in delivering high-quality customer service. The role emphasizes safety, cost control, and adherence to CBAs while driving efficiency and customer satisfaction.

You will oversee managers and staff, coordinate across centers, and ensure budget targets and operational goals are met with 24/7 readiness during storms or emergencies.