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Director Customer Contact

Date: Mar 14, 2019

Location: Newark, NJ, US

Company: PSEG

Requisition ID:  54583 

Job Function/Category:  Operations 

Employment Type:  Exempt Full Time 

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey.  PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

 

Significant operational areas of direct responsibility include: 24/7 Multi site Call Center Operations, Inbound Collections, Customer Contact Centers, responsible for workforce planning, forecasting and scheduling to meet the customer service level expectations. Provide leadership and guidance to the overall operations regarding development and implementation of short and long term strategic initiatives that achieve business results. Build and maintain relationship with Union. Meet and negotiate with the Union Executive council. Responsible for overall financials and internal controls for Customer Contact. Develop and oversee O&M and Capital budget for Customer Contact. Assure adherence to the plan and balance cost containment with customer satisfaction, operational excellence, employee satisfaction and the overall business objectives. Responsible for the overall performance of the JD Power Customer Service- Phone surveys for both the Residential and Business Gas and Electric surveys.  Responsible for the operationalization of call center technologies to improve customer satisfaction and call center performance.  Provide leadership in support of the Energy Cloud and digital customer experience.

 

Develop and sustain a culture that fosters high performance and customer centricity. Provide both qualitative and quantitative feedback to the lines of business whose customers call the call center and visit customer offices in support of customer centricity and process improvement. Provide leadership in promoting a safe, motivated, productive and diverse workforce. Provide timely and accurate feedback regarding performance and operations.

 

Required Qualifications, Competencies, Education or Experience:

 

  • Bachelor’s Degree or equivalent work experience.
  • 8-15 years of relevant work experience
  • Strong communicator with all levels of Management and with key external contacts.
  • Strong leadership, communication and demonstrated teamwork skills.
  • Demonstrated process improvement skills.
  • Ability to operationalize technology to improve customer satisfaction and operational efficiencies.
  • Labor relations expertise and knowledge of related procedures, policies and processes. Demonstrated ability to strategically plan and organize operational activities, including budget, forecasting and scheduling.
  • Ability to develop talent, motivate employees, promote safety and manage performance for a large population.
  • Demonstrated responsibility and experience in achieving scorecard metrics.
  • Strong business sense for establishing structure and vision for measuring success of a call center environment. Successful track record in leading and driving change. Lead, guide and encourage a culture in order to build consensus. Communicate effectively and foster culture change for a diverse workforce. Able to motivate and drive results.

 

Desired Qualifications, Competencies, Education or Experience:

 

  • Masters of Business or other applicable Advanced Degree

 

PSEG1000

 

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


Nearest Major Market: Newark
Nearest Secondary Market: New York City

Job Segment: Compliance, Call Center, Recruiting, Labor Relations, Employee Relations, Legal, Customer Service, Human Resources

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