Customer Contact Center Ops Mgr

Customer Contact Center Ops Mgr

17 Sep 2024
Ohio, Columbus 00000 Columbus USA

Customer Contact Center Ops Mgr

Vacancy expired!

22724BRTitle:Customer Contact Center Ops MgrJob Description:The preferred location for this role will be Columbus OHPosition Summary:The Customer Contact Center Operations Manager works closely with Customer Contact Center Management on all aspects of internal support functions including network operations, workforce management, performance measurement and quality and training functions. The Customer Contact Center Operations Manager would lead our contact center technology support team.American Electric Power is one of the largest electric utilities in the United States, delivering electricity and custom energy solutions to nearly 5.4 million customers in 11 states. AEP, together with our customers are redefining the future of energy. Improving the Customer experience is one of our key strategic initiatives. We strive to do more than keep the lights on for our customers. We are passionate about being involved in the communities where we live and work, and our employees make it all happen. From disaster relief to work with non-profits, our diverse and talented workforce is transforming the energy business for the better. At AEP, we believe in doing the right thing every time for our customer, each other and our future.AEP owns the nation's largest electricity transmission system, a more than 40,000-mile network that includes more 765-kilovolt extra-high voltage transmission lines than all other U.S. transmission systems combined. AEP also operates 219,000 miles of distribution lines. AEP ranks among the nation's largest generators of electricity, owning approximately 26,000 megawatts of generating capacity in the U.S. AEP supplies 3,200 megawatts of renewable energy to customers.Principal Accountabilities:Provide leadership and direction to the Customer Operations central support organization. The Operations Support Manager will be responsible for geographically distributed support personnel for all technical aspects, workforce management and quality and training functions of the Solutions Center Organization. Responsible for the 7-day, 24-hour arrival of calls and other customer contacts through the use of internal and third-party resources. Main point of contact for various vendor relationships including telecommunications, third party applications and associated Customer Operations applications. Assumes leadership role in new IT development projects related to customer contacts. The position will be the primary interface between the Customer Operations Organization and central support organizations to maximize overall customer satisfaction and to support the goals and objectives of the operating companies and Customer & Distribution Services organizations.Manage Operations Support functions, including the identification and provisioning of technical and human resources necessary to meet operational objectives. Direct the development of training methods and curriculums in use at the Customer Solutions Centers. Develop strategy to enhance and expand capabilities of the quality and training support organization.Provide direction for the Quality & Training functions in implementing programs, policies, and procedures that are aligned with corporate and departmental goals and objectives.Provide system wide guidance and support to the Customer Operations organization and matrix partners relating to policies and procedures, project management, performance metrics, target setting and miscellaneous project coordination/communication.Manage various vendor relationships including inter-exchange carrier, third party call processing and associated Customer Operations applications. Serve as a main point of contact for vendor relationships and contacts.Responsible for telecommunications systems including Inter-exchange carrier routing, ACD's, IVR's and computer telephony integration in addition to managing desktop application development, forecasting/scheduling functions and managing the development and implementation of new systems and applications across all Customer Solutions Centers.Evaluate technical requirements and application development for internally or third party solutions as necessary to provide enhanced levels of customer service, including the development and implementation of automated interactive functions. Plays a strategic role in new systems development and assists with establishing system wide standardization in policies and procedures.Ensure all call processing performance metrics are achieved on a monthly and annual basis across the 11 state service territory. Implement appropriate actions including, but not limited to, activation of the Network Operations Center during high call volumes associated with major events or other anomalies.Represent Customer Operations position in cross-functional interactions and assume role of communication liaison for issues related to all Customer and Distribution Services functions.Responsible for development and implementation of Business Continuity Plans for the Customer Solutions Centers including annual disaster recovery testing for all Solution Center applications.Administer the Company's Performance Management Review and Merit Salary programs, Management Information and Policy Manual, Labor agreements, Employee Handbooks, and supplements related to assigned personnel. Recommend the promotion, demotion, selection, discipline and dismissal of assigned personnel.Responsible for developing annual budgetary forecast and ensuring budgetary targets are met on an annual basis.Promote and enforce adherence to the Company's Safety and Health programs to safeguard employees, the general public and Company property.Carry out within the assigned area of responsibility the Company's program of Equal Employment Opportunity, including its Affirmative Action obligations.Perform all duties, and work with others in a safe manner, in compliance with appropriate company safety policies and rules.Auto req ID:22724BRRelocation:YesLocation:Columbus, OHJob Type:Full-TimeJob Category:Operations ManagementMinimum Requirements:Minimum Qualifications for Customer Solutions Operations Support Mgr:Education: Bachelor’s Degree in Business Administration, Computer Science or equivalent education and or experience.Experience: Minimum of (7) year’ s experience, including previous supervisory experience in a customer service or support organization. Must have demonstrated experience in the areas of safety and possess excellent oral and written communication skills. Previous IT/Project Management experience is preferred.Additional Information:Physical demand level is SedentaryEqual Opportunity Employer | Minorities/Females/Disability/Vets

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Job Details

  • ID
    JC2710606
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    American Electric Power
  • Date
    2019-09-17
  • Deadline
    2019-11-15
  • Category

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