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Manager Customer Care

PECO an Exelon Company |

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

Qualifications

POSITION SPECIFICATIONS
Minimum: 
  • Bachelor degree preferred and 8-10 years experience in EED business unit, or in lieu of degree extensive (min 15+ years) internal or external experience
  • Demonstrated leadership, managerial and supervisory experience
  • Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes
  • Proven experience in managing the employee dispute resolution or grievance process
  • General understanding of customer information systems
  • Demonstrated computer literacy
  • Demonstrates strong project management skills
  • Demonstrates high levels of leadership in EED competencies:
  • Drives for Accountability and Achieves Results
  • Fosters Teamwork and Collaboration
  • Applies Continuous Learning and Improvement
  • Sustains High Performance in Ambiguous Situations
  • Promotes Diversity
  • Creates Competitive Advantage

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