Manager Of Customer Services Operations

Company Summary Statement

Our client delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, they've remained focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, they've won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. They're a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Overview

Responsible for maintaining efficient contact center operation and responsible for financial accounting and reporting, providing financial analysis and consultation on the accounting implications of decisions. Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels. Ensures effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports.

Responsibilities

• Prioritize work related to service requests for technical resources.
• Work with business line senior management and corporate Controller to ensure that all transactions with financial implications are properly recorded and reported to business line and financial senior management.
• Lead a collaborative effort to demonstrate IVR effectiveness as it relates to time, efficiency, and Contact Centre efficiency. Provide best practices in web/mobile strategy, dashboard creation, and technical configuration.
• Interface and proactively communicate with key stakeholders from business, IT, and various risk groups.
• Thorough understanding of the IVR space and processes i.e. Natural Language Call Steering, customer authentication techniques and client segmentation.
• Pursue outsourcing of activities to onshore to achieve more efficient labor costs at equal or better productivity and quality levels.
• Work with routing team to implement/maintain best contact routing design for performance, manageability, WFM, and reporting.
• Deliver significant cost savings year-over-year while also encouraging vendors to provide innovative solutions.
• Supervise and manage the accounting team to ensure financial transactions are recorded in accordance with GAAP, corporate policies and procedures, and SOX internal controls requirements, implement enhancements to controls and policies and procedures as necessary. Supervise and manage financial and regulatory reporting to ensure that all regulatory and internal reporting requirements are met.
• Build strong business relationships with all engagement stakeholders.
• This includes assisting with the creation of documentation, requirements gathering and determination of effort.
• Prepare and deliver presentations to senior leadership team as required.
• Supervise and manage the preparation of variance analysis including actual vs. budget and actual vs. prior year in support of SEC and internal reporting requirements.
• Help improve vendor performance, specifically by supporting better vendor reporting and collaboration with vendors for stronger accountability.
• Guide business stakeholders through close collaboration to document clear business requirements, performance metrics (SLAs), and penalties/incentives in final contracts.
• Create policies and procedures to standardize specific WFM functions.
• Supervise and manage financial and regulatory reporting to ensure that all regulatory and internal reporting requirements are met.

Basic Qualifications

• Bachelor’s Degree in accounting or business discipline.
• Experience with IVR Management and alternative channels.
• Minimum 5 years’ experience in a workforce management role working with multiple contact types (calls, email, chat, outbound/dialer) or relevant experience.
• Proven experience in utilizing an industry-recognized application for performing forecasting and other workforce management functions (IEX, Aspect, etc.).
• Prior workforce management lead or supervisory experience with at least 3 years of supervisory experience.
• Five years of accounting experience with extensive knowledge of GAAP and financial reporting requirements.
• Prior experience with statistical reporting and analysis, advanced experience working with Microsoft Word and Microsoft Excel.

Preferred Qualifications

• Action oriented; Ability to adapt to change and implement quickly based on overall direction and needs of the company.
• Experience in accounting for regulated utilities.
• Superior interpersonal skills and ability to effectively present complex information to front line employees, contact center management, and senior executives.
• Excellent written and verbal communication skills.
• Excellent analytical skills, be able to work under pressure, and able to multi-task and prioritize in a fast--paced environment.
• Previous experience with relational databases and WFM software.
• MBA or other advanced accounting or business degree.
• Able to work with limited direction, be self-motivated, and have a creative approach to problem solving.

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.