Director, Care Center ComEd

Exelon; Villa Park (IL); On-site; USD 161,000 - 221,000; Full time

Benefits offered by this job

Annual salary with LTIP

401(k) match

Medical, dental and vision insurance

Generous paid time off

Employee assistance program

Job summary

Exelon is seeking a Senior Manager for the Customer Contact Center to lead 24/7/365 operations across the ComEd and PECO customer service platforms in Illinois. You will guide strategy, improve customer experiences, and drive performance in a large multi-site operation.

The role requires a bachelor's degree and 12+ years in business with 5+ years in Call Center leadership; MBA and multi-state experience are preferred.

Qualifications

• Bachelor's degree in business or related field.
• 12+ years relevant business experience, including minimum 5 years of Call Center experience with at least 3 years in a leadership capacity.

Responsibilities

• Oversee the development and execution of the Customer Contact Strategy.
• Direct the first point of contact for all residential, small commercial and industrial inquiries.
• Provide leadership for the operational plan through long- range forecasting and planning, mid-range operating plan and real time management.
• Oversee the implementation of the operating plan across Residential, Small Commercial/Industrial, and Large Commercial/Industrial segments.
• Manage the Support Services audit, inspection and redesign functions (project management, communications, process improvement and quality management).
• Analyze industry best practices to optimize technological change and innovation.
• Oversee the budget process for Customer Contact and ensure adherence to the budget while balancing costs and customer satisfaction.

Education

Bachelor's degree in business or related field

Job description

Who We Are

Exelon is helping build a more affordable, reliable energy future for the communities we serve. We're looking for people who are ready to make a difference and work together to deliver the energy our customers count on every day.

Who We Are

Exelon is helping build a more affordable, reliable energy future for the communities we serve. We're looking for people who are ready to make a difference and work together to deliver the energy our customers count on every day. As a Fortune 200 company and one of the nation's largest utility companies, we have more than 20,000 colleagues who serve nearly 11 million customers through six fully regulated utilities - Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). Exelon is built by people who put safety first, work together to solve problems and show up every day for our customers and communities. We believe strong teams are built on trust, respect and a shared commitment to high-performance culture. And our commitment to employees includes creating an environment where people can grow, develop new skills and build thriving careers. We know this work isn't easy. That's why we offer competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career. No matter your role, you will be part of a team that is committed to making a difference, improving how we work and delivering for the people who depend on us. Are you on for the challenge?

Primary Purpose

ComEd This position oversees the personnel, resources, technology investments and necessary controls and accountabilities that support the key elements of the Customer Contact Center and Resource Management. This position designs and implements strategies for 24/7/365 support for all Customer Service organizations at ComEd. In addition, this position is responsible for implementing customer service strategies based on Federal, State and Local regulatory requirements, and enhancing the customer experience in the meter-to-cash value chain. Manage the personnel and activities of the Call Center operations including the Resource Management Support Group. Provide leadership, direction, governance and support to achieve process/performance improvement, customer satisfaction while ensuring compliance to regulatory rules & regulations and adherence to business process and procedures. Assure the focus and attainment of business goals and objectives. Develop and maintain an environment that promotes diversity and high productivity. PECO This position oversees the personnel, resources, technology investments and necessary controls and accountabilities that support the key elements of the Customer Contact management processes. These processes support safe, reliable, and efficient operations, and PECO business objectives. This position designs and implements strategies for 24/7/365 support for all Customer Service organization at PECO. The Customer Contact process is made up of four key functional areas: Resource and Quality Management, General Inquiry, Support Services and Vendor Management. In addition, this position is responsible for implementing customer service strategies based on Federal, State and Local regulatory requirements, and customer expectations. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

Primary Duties

• Responsible for overseeing the development and execution of the Customer Contact Strategy.
• Directs the first point of contact for all residential, small commercial and industrial phone, written, and web customer inquiries.
• Provides leadership for the operational plan through long- range forecasting and planning, mid-range operating plan and real time management.
• Oversees the implementation of the operating plan through (3) three key segmented areas; Residential, Small Commercial and Industrial, and Large Commercial and Industrial.
• Responsible for the management of the Support Services audit, inspection and redesign functions. (Support services consists of project management, communications, process improvement and quality management)
• Analyze industry best practices in order to optimize technological change and innovation.
• Oversees the budget process for Customer Contact.
• Assures adherence to the budget plan and balances cost containment with customer satisfaction.

Job Scope

• The scope of this position will be to work with leadership to develop quality measures to enhance processes that guide Customer Service interactions, develop quality measures to ensure standards are being met, implement strategic communication systems between the Call Centers and customers and to manage outsourced projects. This position supports all of Customer Care Operations.
• 4 Direct Reports; ~250 total employees
• PECO
• Total # of employees - 200
• Budget responsibility - $21 million

Minimum Qualifications

• Bachelor's degree in business or related field
• 12+ years relevant business experience, including minimum 5 years of Call Center experience with at least 3 years in a leadership capacity.

Preferred Qualifications

• MBA
• 10+ Years experience managing a multi-site/multi-state contact center
• Demonstrated leadership ability in a high performance culture
• Demonstrated strategic planning & forecasting skills.
• Demonstrated ability to compile and evaluate data and anticipate customer reactions and/or requirements.
• Demonstrated knowledge of fundamental principles of leadership.
• Demonstrated ability to negotiate effectively.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.
• Proven high-level management skills in coaching and facilitating business competency
• Demonstrated ability to implement process enhancements and efficiencies in technology and performance.
• Demonstrated business acumen, customer awareness and ability to create value.

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $160,800.00/Yr. – $221,100.00/Yr. plus an additional $50K in Long Term Incentive Plan annually
• Annual Bonus for eligible positions: 30%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.