Director Customer Service Operations Workforce Management

2 days ago
Full time role
Hybrid · Charlotte, NC, US... more

More than a career - a chance to make a difference in people's lives.

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

****This position can be based out of any customer care center location within our footprint***

This position is responsible for providing strategic leadership and overall direction in the integration and coordination of key support activities that align business strategy with operational execution within the Duke Energy electric and gas and PNG Customer Care centers. Oversees resource staffing plan and management for handling customer contacts for phone and digital channels (e.g. web, fax, social media, live chat, e-mail, etc.) at all contact center locations, including third-party vendors. Requires strategic/critical thinking to translate strategic discussion into executable actions. The position requires interactions with all levels within Customer Service from the Sr. Vice President Customer Service Operations to individual contributors.

Oversees Capacity Planning, Scheduling and Real Time Adherence

  • Leads the development of annual staffing plans for 1,500-2,000 call center specialists (internal, onshore vendor, off-shore vendor), including forecasting of project impacts, economic forces, productivity and staffing efficiency on call volume and service level/abandon rates

  • Develops and leads the allocation of 17,000,000 incoming/outgoing customer contacts to the appropriate channels to meet or exceed customer expectations at the lowest possible cost

  • Drives overall capacity planning process for Duke Energy call center

  • Guides the organization in the execution of the daily resource plan to achieve key performance targets

  • Tracks call center KPIs in support of staff planning, scheduling and overall call center performance

  • Leads analysts who monitor performance, identify gaps from plan and recommend changes to close gaps

  • Maintains focus on customer service delivery and coordinates with Customer Contact leadership to implement performance improvement opportunities

Oversee Timekeeping Function(s)

  • Leads the team(s) that administers timekeeping for call center specialists, confirming productive and non-productive time, exceptions and labor distribution accounting

  • Ensures compliance with payroll deadlines

  • Ensures correct alignment of accounting for work, storm coding labor allocations for compliance with Finance requirements.

  • Serve as call center point of contact for workforce management or time reporting processes and practices. Work directly with corporate and local HR on time reporting requirements. Provide guidance as required to call center leadership to ensure adherence to corporate time reporting policies and procedures.

Manage performance excellence though process consistency and continuous improvement effort

  • Oversee the day-to-day operations of the Workforce Management Teams, including: Hire, manage, support and develop staff, provide day-to-day direction and guidance relating to work assignments and scheduling, and evaluate performance and identifying opportunities for improvement

  • Ensure new or revised policies, procedures, and initiatives integrate Operations and Workforce Management appropriately.

  • Keep fully abreast of trends and changing technologies as they relate to contact center environments.

  • Provide advice, answer questions, resolve problems and accomplish special tasks related to the workforce planning or time keeping processes.

  • Ensure appropriate measures of performance are being used by management and that they align with Customer Contact operational plans.

Basic Requirements

  • Bachelor's Degree in Business Administration or other related degree WITH 10+ years relatable experience. In lieu of Bachelors Degree, High School/GED with 14+ years of relatable experience.

Preferred Qualifications

  • Master's in Business Administration

  • Extensive background in Customer Contact Center operations and call center management

  • Broad understanding of the utility industry and call center technologies (Genesys)

  • Strategic agility/strategic mindset

  • Strong financial acumen

  • Political savvy

  • Customer focused

  • Negotiation and Conflict Management Skills

  • Project Management Skills

  • Ability to interface with different levels, inside and outside of the organization

  • Ability to analyze and monitor measures and reports, identify problems and take appropriate action

  • Varied skill sets include reflecting a big picture mentality, networking, influencing skills, project management skills and cross functional business skills.

  • Ability to communicate both verbally and in writing with a wide range of individuals

  • Basic technical skills (Word, Excel, etc.)

  • Knowledge/Experience in Customer Service and Power Grid Operations activities

Working Conditions

  • Office environment

  • Hybrid – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to their designated Duke Energy facility.

  • Some Travel Required

Travel Requirements

15-25%

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No

Posting Expiration Date

Tuesday, October 22, 2024

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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