Director, Care Center ComEd
Core
Oversees personnel, resources, technology investments, and controls for the Customer Contact Center and Resource Management, designing strategies for 24/7/365 support across residential, commercial, and industrial segments.
Role type
Senior leadership director for customer contact operations
Builds
Customer service strategies, operational plans, and support for meter-to-cash value chain
Domain
Utility industry + customer service operations
Required skills
Call center leadership, long-range forecasting, budget management, process improvement, regulatory compliance, strategic planning, team management (4+ direct reports), vendor management
Preferred skills
MBA, multi-site/multi-state contact center management, high-performance culture leadership, data analysis, negotiation, consensus building, technology implementation, business acumen
Technologies
Contact center systems, communication systems, budgeting tools
Responsibilities
Develop and execute Customer Contact Strategy, direct first point of contact for all customer inquiries, provide leadership for operational planning and real-time management, oversee Support Services audit and redesign, analyze industry best practices for technological innovation, manage Customer Contact budget, ensure adherence to regulatory rules and business procedures
Seniority
Director, strategic leadership with hands-on oversight