Customer Care Manager

Customer Care Manager

Company located in Downtown El Paso is looking for a Customer Care Manager.

Job Summary/ Purpose:


The Manager reports to the Director Customer Care and is responsible for the customer experience across various inbound and outbound customer contact channels. The Manager guides, directs and supervises the Contact Center?s staff and its processes to achieve the company's goals and objectives.

Oversees the activities of the Contact Center through the management of internal personnel or the use of third-party providers.

Responsible for leading workforce forecasting, scheduling, and real time adherence.

Partner with peer manager on quality assurance and training for the Contact Center.

Conduct resource planning to maximize productivity of resources such as personnel and technology.

Assist in the development and periodic revisions of the Customer Care strategic plan to meet requirements throughout the Company.

Develops and manages the Contact Center?s Operation & Maintenance and Capital budgets and leads efforts to reduce them through process improvement efforts..

Manages the expenditure of Company resources for contact Center activities, including internal and external expenditures.

Understands and addresses the needs of residential and commercial customers.

Enforces the provisions of collective bargaining union contract and the resolution of employee relation issues in a timely manner.

Manages and pursues strategies for personnel upgrade and development to support the corporate customer service philosophy.

Manages and oversees the performance review process, employee relations, and staffing needs for the Contact Center.

Reviews Center practices and services and makes recommendations for improvement and directs changes as needed.

Responsible for ensuring the enforcement of and compliance with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.


Requirement:

1. 5 years of progressive experience in customer service, customer care or similar capacity, planning and directing customer care activities, with three years in a leadership role.

2. Broad knowledge of call center operations, customer experience philosophy, general business experience including budget and accounting concept familiarity.

3. Broad knowledge and understanding of critical customer care business processes and systems.

4. Ability to be a team player, self-starter, active listener, and strategic thinker/innovator.

5. Must demonstrate a positive public relations attitude.

6. Broad knowledge and understanding of electric utility industry business processes.


Bilingual (English/Spanish) preferred.


Education:


1. Bachelor?s degree in business administration or degree in related field from an accredited college or university or equivalent combination of education and experience.

Direct Hire

Salary DOE

Interested candidates please send resume in Word format Please reference job code 133486 when responding to this ad.