**Requisition** : 74722 **PSEG Company:**
PSEG Long Island **Salary Range** : $ 145,700 - $ 242,400 **Incentive** : PIP 25% **Work Location Category** : Hybrid **PSEG**
operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states. **PSEG**
offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG. **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 Preferred: •
Previous experience leading a contact center •
Knowledge of and experience with collective bargaining agreements and related procedures, policies and processes •
Demonstrated ability to lead and direct the work activities of union personnel •
Strong technical understanding of contact center technologies and trends •
Advanced degree preferred, particularly with business focus, i.e., MBA NOTE: •
As an employee of PSEGLI, 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. **Minimum Years of Experience** Data Needed **Education** Bachelor **Certifications** None Noted **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. Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices. As an employee of PSE&G or PSEG LI, 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. Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information.
If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer. **PSEG**
is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include 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. Business needs may cause
**PSEG**
to cancel or delay filling position at any time during the selection process. 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 sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. PEOPLE WITH DISABILITIES: **PSEG**
is committed to providing reasonable accommodations to individuals with disabilities.
If you have a disability and need assistance applying for a position, please call 973-430-3845 or email
[email protected].
If you need to request a reasonable accommodation to perform the essential functions of the job, email
[email protected] . Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. **ADDITIONAL EEO/AA INFORMATION**
_(Click link below)_ Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) Pay Transparency Nondiscrimination Provision Diversity at PSEG: Equal Opportunity Employer PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual's qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. 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. PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
