Job Summary

The Director Customer Contact & Billing PSEG Long Island (PSEGLI) is responsible for leading, directing and monitoring operations for 24/7 call center and billing operations for approximately 200 associates. The Director leads and directs the management and implementation of short and long term initiatives and projects designed to assure high quality customer contact and issuance of high quality bills. Responsibilities include: 24/7 contact center operations, contact center planning, forecasting, and analysis, self-service channel strategy, standard & exception bill processing, and special billing.
This position reports to the Managing Director & VP Customer Operations, PSEGLI.

Job Responsibilities

• Leads, directs, and monitors operations for 24/7 call center operations for associates. Significant operational areas of direct responsibility include: 24/7 call center operations, call center planning, forecasting, analysis, and self-service channels.
• Responsible for workforce planning, forecasts and scheduling to meet the increasing expectations of customers and service levels.
• Leads, directs, and monitors operations for billing, mass market, and commercial customers including processing, exception handling, and bill delivery.
• Works to transform the customer contact experience to achieve top quartile customer satisfaction.
• Provides leadership and guidance to the overall operations regarding development and implementation of short and long term strategic initiatives that drive achievement of business results around ease of customer interaction and expansion of self-service utilization.
• Responsible for operational management of self-service channels, including the IVR, Chat, and email.
• Works with Customer Experience, Electric Transmission & Distribution, Systems Management, and IT groups to define, develop, and implement customer contact and billing technology improvements that improve the customer experience, including operations during storm events.
• Responsible for overall financials and internal controls for Customer Contact and Billing. Develops and oversees O&M budget. Assures adherence to the plan and balances cost containment with customer satisfaction, operational excellence, employee satisfaction, and the overall business objectives.
• Conducts routine quality review assessments of the processes, proposes operational changes, and institutes training where necessary.
• Establishes and measures operational metrics and leads activities to achieve contractual performance targets.
• Supports Long Island Power Authority (LIPA)’s Board policies consistent with the current Operations Services Agreement (OSA) with LIPA.
• Establishes and promotes transparent and effective inter-organizational relationships with departments and teams.
• Effectively communicates with internal and external stakeholders, including LIPA leaders and NYS DPS.
• Sets expectations and develops high standards for self and others to achieve expected outcomes. Develops talent and creates a performance management culture to achieve results.
• Translates organizational strategies and objectives into department strategic and operational plans for implementation.

Job Specific Qualifications

• Bachelor’s Degree and a minimum of 10 years of experience in customer operations or a related customer focused field
• A minimum of 5 years of managerial experience directly managing a staff
• Ability to develop organizational talent, motivate employees, promote safety and manage performance for a large population of associates
• Demonstrated leadership skills with the ability to motivate and drive results
• Must demonstrate strong communication skills and the ability to effectively interact with all levels of management, internal and external stakeholders and customers
• Proven application of problem solving, quality improvement, project management, performance management, process analysis, and technical concepts
• Experience creating and leading an inclusive and diverse environment and continuously developing and leveraging talent
• Demonstrated experience planning and organizing all operational activities and departmental financial functions including budgets, work plans, forecasts, and scheduling

Minimum Years of Experience

Education

Certifications

Disclaimer

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.