Contact Center Manager

Job Posting End Date

02-15-2025

Please note the job posting will close on the day before the posting end date

Job Summary

This role will be onsite 5 days a week beginning June 2nd, 2025.

AEP Energy is seeking an experienced Contact Center Manager to lead and transform our contact center operations into a key driver of customer satisfaction and business success. This role will oversee day-to-day operations, develop strategic initiatives, and implement best practices to enhance the customer experience, improve operational efficiency, and achieve business objectives. The Contact Center Manager will serve as a critical liaison between the company and our customers, ensuring that every interaction reflects AEP Energy’s commitment to excellence.

Job Description

This role will be onsite 5 days a week beginning June 2nd, 2025.

Key Duties & Responsibilities:

                       

Operational Management

• Oversee daily contact center operations, ensuring adherence to SLAs, KPIs and compliance standards.
• Manage workforce planning, including scheduling and forecasting, to optimize resource allocation.
• Lead vendor relationships, including third-party service providers, to ensure service excellence.
• Implement and maintain technology solutions such as IVR systems, call routing, and workforce management tools.
• Develop and maintain business continuity plan to ensure uninterrupted service during emergencies.
• Develop and adhere to budget while meeting or exceeding expectations and goals/metrics.
• Work very closely with the cross-functional teams to understand system and process constraints, improvements, and proactive communication to known issues that may impact customers.
• Full Regulatory and Legal compliance across multiple states and markets
• Compliance with Sarbanes Oxley and internal business controls
• Awareness of the competitive environment, energy marketing trends, current pricing strategies and utility tariffs

Team Leadership

• Recruit, train and develop a high-performing team of advocates and supervisors.
• Foster a culture of teamwork, empowerment, and continuous improvement.
• Provide coaching and feedback to enhance employee engagement and performance.
• Create and execute training programs to ensure staff proficiency and professional growth.
• Recommend, implement, and coordinate best practices and policies that maximize employee development, training, and performance.
• Ensure the team has the systems and tools necessary to excel and maximize performance.

Customer Experience

• Manage multi-channel support operations (Phone, email, chat, social media) to provide seamless customer interactions.
• Drive initiatives to improve first-call resolution rates and customer satisfaction scores.
• Advocate for the customer by analyzing feedback and implementing changes to improve service deliver.
• Collaborate with cross-functional teams to resolve systemic issues and implement customer centric solutions.

Develop and maintain SLAs alongside internal business partners that meet or exceed customer expectations Customer Surveys – working with internal stakeholders to ensure we acquire the data we need to effectively analyze and formulate hypothesis.

• Work closely with staff and analytics team to understand trends in customer behavior and adjust as necessary to cater to customer needs.
• Responsible for mapping out and managing the customer journey for all touchpoints across offered contact channels.
• Other duties as assigned by the Director of Customer Experience

Knowledge & Skill Requirements

• Strong analytical skills and experience organizing, evaluating, and transforming data into actionable information.
• A team player with proven ability to wear multiple hats and thrive in fast-paced, dynamic work environment.
• Ability to develop, interpret and analyse call reports to identify trends and plan accordingly.
• Knowledge in IVR (Interactive Voice Response) and other call routing/telephony procedures as well as Work Force Management Strategies
• Understanding of DM and Web campaigns, and how they interact with Contact Center forecasts.  3-5 years of experience working with this process.
• Experience and knowledge of the energy industry is desirable.
• Prior project management experience is desirable.
• Ability to adapt to changing work requirements and priorities.
• Proficiency in MS Office suite, Project, Visio, CRM tools
• Ability to use and understand all company systems necessary to operate effectively as a fully functional Contact Center (IVR, Phone, WFM, etc.)

Experience Requirements:     

• Bachelor’s degree in business, management, or a related field        

• 5 or more years of demonstrated contact center leadership experience, preferably in the energy or utilities sector.
• Configuring and using industry leading contact center platforms (e.g. Cisco / Avaya)
• Understanding and applied best practices related to Telephone Consumer Protection Act
• Implementation and optimized use of knowledge base platforms
• Experience successfully building and managing large teams through motivation, effective communication, expectation setting and performance management.

Attributes:      

• Embodies AEP Energy Values
• Accountable for actions and ownership of results, either in success or failure.
• Energetic performer consistently cited for unbridled passion for work with a driven, upbeat, self-motivated, and positive attitude.
• Possess problem solving and negotiation skills.
• Consultative workstyle (asking questions) with strong service and results orientation; develop understanding of client issues, offer advice and road-map to identify alternatives and develop unique solutions.
• Ability to make decisions effectively with no guidance if needed, self-starter.
• Excellent communication skills – written, spoken, presentation and listening with ability to explain and interpret complex issues clearly, mindful of audience.
• Well organized and Resilient under stress; ability to prioritize, plan proactively and execute properly while managing conflicting priorities and multi-task effectively. 
• High Emotional IQ -- superior interpersonal skills, diplomacy, win-win mindset, relationship-builder, able to work with diverse group of colleagues.

Compensation Data

Compensation Grade:

SP20-008

Compensation Range:

$96,110.00-124,940.00 USD

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all aspects of the employer‐employee relationship including recruiting, hiring, upgrading and  promotion,  conditions  and  privileges  of  employment,  company  sponsored  training  programs, educational assistance,  social and  recreational  programs,  compensation,  benefits,  transfers,  discipline, layoffs and termination of employment to all employees and applicants without discrimination because of  race, color,  religion,  sex, age, national origin, ethnicity, ancestry, veteran or military  status, disability, genetic information, sexual orientation, gender identity, or any other basis prohibited by applicable law. When required by law, we must record certain information to be made part of an Affirmative Action Plan. Applicants for employment may also be invited to participate in the Affirmative Action Program by self-identifying their Race or Ethnic Identity.

Salary : $96,110 - $124,940