Mgr Customer Care
Core
Plan, direct, and manage Customer Services operations organization including non-exempt and bargaining unit employees to ensure optimum service quality and operational performance.
Role type
Senior Manager, Customer Care Operations
Builds
Customer Care Center operations and strategies
Domain
Energy utility / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, team management, union relations, grievance resolution, process improvement, budget management, performance evaluation, project management
Preferred skills
Leadership development, talent management, CX metrics analysis, Lean/Six Sigma, organizational change management, cross-functional partnership
Technologies
Customer information systems
Responsibilities
Direct management employees in strategy development and tactics implementation; Evaluate and instruct managers of bargaining unit or non-exempt line employees; Develop working relationships with union to resolve labor disputes; Design and monitor process/procedural improvements; Interface with other business units to ensure timely work completion; Establish and maintain a safe work environment
Seniority
Senior, hands-on IC