COMPANY OVERVIEW :
El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team and TOGETHER we will transform the energy landscape.
DATE POSTED : 01 / 14 / 25 CLOSING DATE : 01 / 28 / 25
GRADE LEVEL : 55
DEPARTMENT : Customer Care
STARTING SALARY : $100,800 - $140,800 annually. Salary is commensurate with experience.
KEY JOB RESPONSIBILITIES :
Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without a reasonable accommodation that the essential functions of the job can be performed.
- Manage three internal teams of union customer service representatives (IBEW Local 960) who work remotely, supplemented by a business process outsourcer (BPO).
- Provide support to residential and small commercial customers on a wide range of topics, from starting service to handling outages, customer programs, payments, collections, and more.
- Act as the voice of the customer and share customer feedback with other departments within the company.
- Understand and articulate the broader utility business model, given the diverse nature of our customer interactions.
Modernization and Technology :
Lead the modernization of our contact center technology, with a focus on creating a future-ready contact center.Be well-versed in call center technologies such as interactive voice response systems (IVR) and call routing options. A plus would be to also have experience managing customer online portals.Aim to enhance both the customer and employee experience.Qualifications :
Extensive experience and knowledge in various contact center roles, including workforce management, quality assurance, supervision, and leadership.Proven ability to handle customer escalations and media inquiries in both English and Spanish.Experience managing a $6M budget, contracts, and vendor relationships, particularly with BPOs.JOB 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.
EDUCATION :
Bachelor's degree in business administration or degree in related field from an accredited college or university or equivalent combination of education and experience.
EXPERIENCE :
Five (5) or more years of experience
IDEAL CANDIDATE QUALIFICATIONS :
Seasoned Contact Center Professional and Subject Matter Expert :Extensive work experience across various call center environments (i.e. customer service, sales, collections, technical support).
Held roles such as lead, Quality Assurance (QA), and supervisor before advancing to a managerial position.Exceptional Customer Experience :3 years' experience managing a contact center's customer experience across multiple communication channels (i.e. phone, chat, email, social media).
Strategic approach to managing commercial and residential contact centers to enhance customer satisfaction.Proficiency in Technology :Strong proficiency in leveraging customer-facing technology (i.e. Interactive Voice Response systems, callback assistance, dialers, chatbots).
Meet and exceed performance metrics (i.e. first contact resolution, customer satisfaction).High Employee Engagement :2 years' experience managing a top tier contact center with high employee engagement.
1 year experience effectively collaborating with union-represented employeesMINIMUM KNOWLEDGE, SKILLS & ABILITIES :
5 years of progressive experience in customer service, customer care or similar capacity, planning and directing customer care activities, with three (3) years in a leadership role.Broad knowledge of call center operations, customer experience philosophy, general business experience including budget and accounting concept familiarity.Broad knowledge and understanding of critical customer care business processes and systems.Ability to be a team player, self-starter, active listener, and strategic thinker / innovator.Must demonstrate a positive public relations attitude.Broad knowledge and understanding of electric utility industry business processes.Knowledge of Fair Labor Standards Act and union contract and working agreement compliance.Strong leadership and teambuilding skills with an inspirational style.Ability to maintain a strong sense of propriety and decorum in stressful and challenging situations requiring the capability to think effectively and quickly on "your feet" in an extemporaneous manner.Ability to establish and maintain excellent working relationships with officers, managers, supervisors, fellow employees, representatives of other utilities, outside consultants, suppliers, community leaders, customers, and the general public.Effective verbal and written communication skills.Ability to maintain a strong sense of propriety concerning confidential matters.Ability to learn the Fair Labor Standards Act and union contract and working agreement compliance.Demonstrated organizational, planning and administrative skills.Leadership and collaborative skills.Bilingual (English / Spanish) preferred.Effective verbal and written communication skills.Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.Ability to maintain a strong sense of propriety concerning confidential matters.ESSENTIAL JOB FUNCTIONS :
Establish goals for the Contact Center's daily operations that support the overall objectives of the Company, including customer satisfaction. Collecting and analyzing statistics to make business decisions.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.Manages the setting of Contact Center's policies, procedures, standards, and priorities.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 Contact 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.WORK ENVIRONMENT :
The incumbents in this classification are not substantially exposed to adverse environmental conditions; primary work environment is typically an office or administrative nature.May work non-standard hours.May require travel to Company work sites.May require out of town travel.PHYSICAL DEMANDS :
Sedentary work : Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently, or constantly to lift, carry, push, pull or otherwise move objects.Stooping : Bending body downward and forward by bending spine at the waist.Kneeling : Bending legs at knee to come to a rest on knee or knees.Crouching : Bending the body downward and forward by bending leg and spine.Reaching : Extending hand(s) and arm(s) in any direction.Walking : Moving about on foot to accomplish tasks.Lifting : Raising objects from a lower to a higher position or moving objects horizontally from position to position.Fingering : Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.Grasping : Applying pressure to an object with the fingers and palm.Talking : Expressing or exchanging ideas by means of the spoken word; those activities in which detailed or important spoken instructions must be conveyed to other workers accurately, loudly or quickly.Hearing : Ability to receive detailed information through oral communication and to make fine discriminations in sound, such as when making fine adjustments on machined parts.Repetitive motions : Substantial movements (motions) of the wrists, hands, and / or fingers.Standing : Particularly for sustained periods of time.Pushing : Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.Pulling : Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.If interested in applying for this position, you must apply on-line by 5 : 00 PM, January 28 2024. (Please scroll back up to the " Apply Now " button)
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $100,800 - $140,800
