MSCCN→
Mgr Customer Care - Philadelphia, PA at MSCCN in Location not listed
ExperiencedOn-siteFull-timeNot specified
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Job Description
Who We Are
We're powering a cleaner, brighter future.
Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.
We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).
We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.
In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.
Are you in?
Primary Purpose
PRIMARY PURPOSE OF POSITION
Plan, direct, manage and monitor the activities of a Customer Services operations organization including management, non-exempt and bargaining unit employees. Maintain and deliver optimum quality of service to internal and external customers. Maximize employee performance and overall productivity. Implement standards and programs to improve processes, increase customer satisfaction, improve productivity, and meet or exceed financial and operational performance targets. Responsible for the safe and efficient operation of the facility it's occupants. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans. Coordinate and evaluate scheduling of work within the area. Coordinate operations activities with Contact Center Support teams. Review and approve all departmental expenditures. (30%)
Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department. Evaluate management, supervisory and line employee performance and develop programs and new processes to enhance job skills and motivate employee towards department goals. (30%)
Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. Manage activities and processes in accordance with management guidelines and the CBA. (10%)
Design, implement, and monitor identified process/procedural improvements. (10%)
Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of internal/external customer special needs. (10%)
Establish and maintain a safe work environment for subordinates within the department. Manage the facility to ensure a safe, clean and productive work environment. (10%)
Job Scope
JOB SCOPE
Operational decisions are made without supervision; Decision-making authority is related to all people, processes and operations within the contact center.
Provide performance feedback and decision into final performance ratings and salaries the Customer Care Center team. Conduct performance reviews and job selection interviews.
Accountable to meet annual budget ($25M) through the management of people and processes, and the successful implementation of business and operational plans.
Accountable for the overall performance of the Customer Care Center. Establish, promote and maintain a safe work environment.
Accountable for ensuring customer and employee satisfaction.
Represent Customer Care organization to both internal and external audiences. Advise/counsel Director on strategic direction as needed.
Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Job Description
Who We Are
We're powering a cleaner, brighter future.
Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.
We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).
We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.
In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.
Are you in?
Primary Purpose
PRIMARY PURPOSE OF POSITION
Plan, direct, manage and monitor the activities of a Customer Services operations organization including management, non-exempt and bargaining unit employees. Maintain and deliver optimum quality of service to internal and external customers. Maximize employee performance and overall productivity. Implement standards and programs to improve processes, increase customer satisfaction, improve productivity, and meet or exceed financial and operational performance targets. Responsible for the safe and efficient operation of the facility it's occupants. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans. Coordinate and evaluate scheduling of work within the area. Coordinate operations activities with Contact Center Support teams. Review and approve all departmental expenditures. (30%)
Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department. Evaluate management, supervisory and line employee performance and develop programs and new processes to enhance job skills and motivate employee towards department goals. (30%)
Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. Manage activities and processes in accordance with management guidelines and the CBA. (10%)
Design, implement, and monitor identified process/procedural improvements. (10%)
Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of internal/external customer special needs. (10%)
Establish and maintain a safe work environment for subordinates within the department. Manage the facility to ensure a safe, clean and productive work environment. (10%)
Job Scope
JOB SCOPE
Operational decisions are made without supervision; Decision-making authority is related to all people, processes and operations within the contact center.
Provide performance feedback and decision into final performance ratings and salaries the Customer Care Center team. Conduct performance reviews and job selection interviews.
Accountable to meet annual budget ($25M) through the management of people and processes, and the successful implementation of business and operational plans.
Accountable for the overall performance of the Customer Care Center. Establish, promote and maintain a safe work environment.
Accountable for ensuring customer and employee satisfaction.
Represent Customer Care organization to both internal and external audiences. Advise/counsel Director on strategic direction as needed.