Manager, Contact Center Operations

Requisition ID # 152842 

Job Category: Customer Support / Operations 

Job Level: Manager/Principal

Business Unit: Customer & Comms

Work Type: Hybrid

Job Location: Sacramento

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers through the interactions that our employees deliver. Everything we do starts with the customer and our information about the customer. As a leader in Contact Center Operations, you will coach and develop other leaders so that they can inspire our co-workers who interact with our customers daily.

Position Summary

Contact Center Operations Leadership is responsible for the management/co-management of day-to-day operations of a Contact Center location. Incumbents develop and implement strategies, plans, programs, and initiatives which align with and contribute to the Contact Center’s and the company’s purpose, virtues and stands.

This position is hybrid, working from your remote office and our Sacramento, CA office, approximately 2 - 3 days per week or as business required. 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:​

Bay Area Minimum: $114,000.00

Bay Area Maximum: $182,000.00

OR

California Minimum: $​108,000.00

California Maximum: $173,000.00

Job Responsibilities

• Clearly communicate PG&E’s vision and values through the demonstration of effective leadership behaviors and communications skills.
• Coaches, develops, and mentors an onsite and remote workforce to achieve department targets and goals. Communicates clear roles, responsibilities and performance expectations for all employees and holds them accountable for their performance.
• Manages department budgeted expenses. Provides explanations and analyses for budget variances and exceptions.
• Design, implement and monitor the staffing strategy to support the day to day operational requirements.
• Lead and promote a safe work environment; effectively implement elements of Utility Standard Practice (USP) 22 and Operations safety strategy. Model appropriate safety behavior, understand and manage safety-related and ergonomic issues.
• Manage crisis response and emergency event facilitation. Maintains professional composure and exercises sound judgment when confronted with stressful unplanned events. Able to maintain and restore order during and immediately after an emergency situation.
• Fosters collaborative partnerships within PG&E and the Union to resolve various challenges.
• Manages a large workforce to ensure customer commitments, Federal/State compliance and regulatory expectations are being met (i.e., CPUC, Safety Standards, Policies and Procedures).
• Establishes a working environment that fosters engagement, continuous improvement, business understanding, customer focus and open communications.
• Escalates operational issues, creates tactical plans to accomplish assigned goals and implements change consistently across the department in partnership with Senior Leadership.
• Manages staff to accomplish results through effective recruitment and selection, training and development, performance management and coaching, and rewards and recognition.

Qualifications

Minimum:

• High School or GED-General Educational Development-GED Diploma
• Job-related experience, 8 years
• Ability to travel up to 20 percent of working time

Desired:

• Bachelors Degree or equivalent experience
• Experience with customer service systems and technology
• Experience in union environment
• Leadership experience, 3 years
• Leadership experience, customer service

#featuredjob