What are the responsibilities and job description for the Director of Call Center Operations position at Entergy Corporation?
Job Title: Director of Call Center Operations
Work Place Flexibility: Onsite
Legal Entity: Entergy Services, LLC
Job Summary/Purpose
The Director of Call Center Operations is responsible for assisting in the development and execution of the overall Contact Center delivery strategy, encompassing of both internal site(s) and 3rd party vendors that maximizes employee satisfaction, customer satisfaction and customer experience in an Omni-Channel environment. This position will ensure that the organization is well positioned in a rapidly evolving and competitive environment by creating ongoing organizational change, process optimization, quality of service improvements, and development of a highly skilled workforce aligned with Entergy’s vision to be a premier utility. This role will support the identification and lead the adoption of business opportunities to drive 1st quartile results across contact center key metrics, i.e. net promotor score (NPS), calls offered, first contact resolution (FCR), customer satisfaction (CSAT). This key role will partner with the Vice President of Customer Care and Entergy’s Executive Management Team to clearly cascaded the company’s vision and objectives to all stakeholders in the Contact Center Organization while ensuring that it is achieving its strategic goals at the optimum pace. This key role will ensure that highly productive relationships and effective vendor partnerships are in place to deliver on desired outcomes for our stakeholders. This role ensures a cost-effective operation by partnering with finance to set and manage the Contact Centers O&M budget.
Job Duties/Responsibilities
Customer Operations Support / Service Delivery
- Systematically cultivates and maintains long-term, collaborative relationships with key operational stakeholders and with internal organizations to achieve mutual goals.
- Leads and oversees the organizations efforts to be up to date on issues affecting the industry and utility regulations and develops strategies to address these issues.
- Actively seeks out and seeks opportunities for strategic alignment with senior leadership to reduce operating costs, improve capabilities, and support growth and change.
- Oversees and approves the development, maintenance, and monitoring of organizational and sourcing plans.
- Responsible for preparing the organization for ongoing change. Ensures alignment and commitment from all stakeholders.
- Responsible for the management of an integrated strategy aligned organizational work plans that meet organizational and stakeholder objectives and goals.
- Provides input into the development and provides oversight of the operations that drive the annual operating and capital budgets.
- Directs all aspects of effective financial (bottom-line) management and reporting/metrics, strategic innovation and overall staff and regulatory compliance.
- Aligns with Vice President of Customer Care and other company leaders in all aspects service delivery; specifically, through strategic and operational planning guidance and by ensuring that required personnel and contract infrastructure, capacity and support services are in place
- Develops innovative operational initiatives to enhance internal efficiency, minimize cost and effectiveness and the customer experience.
Executive Direction
- Lead the Contact Center, both internally (Entergy Employees) and externally (BPO partners and contractors) consistent with business goals, bringing in fresh and innovative insights/business opportunities and inspiring creative a focus on operational excellence.
- Actively develop the abilities and skills of management team, facilitating business continuity and improving departmental effectiveness through formal programs of training, mentorship, and hands-on learning.
- Provide active leadership in key system storm response scenarios.
Leadership of key Service Delivery function: Business Process Outsourcing (BPO) Management
- Strategically leverage BPO for company benefit; maximize the value proposition of BPO relationships.
- Ensure the organization is Identifying industry best practices and evaluating vendor capabilities, representing capabilities, and holding them accountable to driving improvements to serve customers.
Leadership of key Contact Center function: Service Assurance
- Ensure strong collaborative relationships with utility leadership and externally with peers and partners.
- Lead conversations with Utility leaders to adopt industry/peer best practices.
- Lead the evolution of processes to enhance capabilities across the utility and with the partners
Leadership of key Service Delivery function: Business Management
- Provide input into the annual organizational budgets.
- Deliver the operational performance that aligns to the annual budget expectations.
- Ensures that payments (both mail-in and digital) are reconciled with Entergy’s accounts and Third-Party Vendors on a monthly basis.
- Provide rate case support, specifically on Contact Center performance and key metrics, including written testimony.
Leadership of key Service Delivery function: Center Operations
- Provide strategic oversight and leadership for activities related to contact center operations including ensuring the delivery of a consistent and high-quality customer experience, creating operational strategy and implementing plans to meet changing customer expectations. Ensuring the measurement and achievement of all company metrics, creating, and maintaining a productive, positive work environment that promotes a positive employee experience.
Minimum Requirements
Minimum education required of the position
- Bachelor's degree in Business, Economics, Accounting, or related field or equivalent work experience. (Equivalent Experience is defined as demonstrated success at the Director or VP level.)
Minimum experience required of the position
- Direct experience leading a multi-faceted customer service and/or credit and collections function at the executive level. Strong personal relationships with business leaders throughout the Utility.
Minimum knowledge, skills and abilities required of the position
- Strong interpersonal, collaboration, leadership, and analytical skills.
- Demonstrated strong work ethic and exceptional levels of accountability, self-drive, and business judgment.
- Excellent oral and written communications skills and ability to interact with all levels of the organization.
- Strong presentation development and delivery skills.
- Ability to develop and implement initiatives timely.
- Strong knowledge and experience in contact center technologies and operations management.
- Knowledge of legal/regulatory requirements.
- Familiarity with program and project management including governance, compliance, roles and responsibilities, methodologies, processes and procedures.
- Strong knowledge and understanding of the organization's business operations and industry.
Any certificates, licenses, etc. required for the position
None
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Primary Location: Louisiana-West Monroe Arkansas : Little Rock || Louisiana : West Monroe
Job Function: Professional
FLSA Status: Professional
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 118785
Travel Percentage:25% to 50%
Job Function: Professional
FLSA Status: Professional
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 118785
Travel Percentage:25% to 50%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.
EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.
Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Equal Opportunity
The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.
WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.
