Job Description

Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

This position is responsible for executing the vision/aspiration for the Customer Care Center as defined by Director. More specifically the role must provide leadership and support to the Call Center Managers and Supervisors to deliver operational performance, employee engagement as well as Customer Satisfaction as well as look for opportunities to gain efficiencies. The manager also defines clear expectations for CSRs and Supervisors as well as develops clear and measurable goals and works with the others in the management team to ensure consistency of the metrics.

This role designs and implements strategies for 24/7/365 support for all Customer Service organization. They are responsible for maintaining the Emergency Response organization with the Care Center. In addition, this position is responsible for implementing customer service strategies based on Federal, State and Local regulatory requirements, and customer expectations.

This position oversees the management of the customer service representatives and must provide recommendations on training requirements, communication methods and additional support needed to make the CSRs as productive as possible while delivering on our commitments. The role is critical to managing the relationships with any bargaining units and to ensure that all the managers and supervisors are aware of and executing to the CBA agreement.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

* Responsible for overseeing the development and execution of the Customer Contact Strategy. Directs the first point of contact for all residential, small commercial and industrial phone, written, and web customer inquiries.
* Provides leadership for the operational plan through long- range forecasting and planning, mid-range operating plan and real time management.
* Oversees the implementation of the operating plan through key segmented areas, including: Residential, Small Commercial and Industrial, and Large Commercial and Industrial.
* Responsible for the management of the Support Services audit, inspection and redesign functions. (Support services consists of project management, communications, process improvement and quality management)
* Analyze industry best practices in order to optimize technological change and innovation
* Oversees the budget process for Customer Contact. Assures adherence to the budget plan and balances cost containment with customer satisfaction

POSITION SCOPE

2 - 4 Direct Reports; 200+ total employees

Qualifications

MINIMUM QUALIFICATIONS

* Bachelors degree in business or related field
* 10 or more years of relevant business experience, including minimum 3 years of Call Center experience in a leadership capacity.
* Demonstrated leadership ability
* Excellent communication skills
* Ability to develop work plans and proven record of execution of plans.
* Demonstrated ability to build consensus, establish trust and foster culture change
* Ability to implement process enhancements and efficiencies in technology and performance.

PREFERRED QUALIFICATIONS

* MBA
* 10+ or more years experience large contact center.
* Previous experience in forecasting, staffing.
* Demonstrated leadership ability in a high performance culture
* Demonstrated ability to compile and evaluate data and anticipate customer reactions and/or requirements.
* Demonstrated ability to negotiate effectively.
* Proven high-level management skills in coaching and facilitating business competency
* Demonstrated business acumen, customer awareness and ability to create value.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster