This crucial role is accountable for the strategic planning and implementation of all Contact Center operations and Consumer Advocacy in New England. The ideal candidate will lead a diverse team of 200+ front-line representatives and consumer advocates as the organization re-engineers the customer experience, ensuring that the voice of the Company’s Customer Service Employees and end customers are noteworthy and influential contributors to the execution of our customer strategy.

Key Accountabilities

• Deliver strategic thought leadership to the New England Contact Center that will guide the team toward a more “customer-centric” culture
• Supervise the operations and development of the Contact Center with the aim of exceeding customer expectations
• Drive the execution of key strategic initiatives that will provide a lower-cost solution to customers and enhance satisfaction, aligning with the overall Customer Strategy
• Deliver on the needs of our customers through the management and leadership of processes for the continuous improvement of the customer experience
• Evaluate and manage key performance criteria such as adherence to procedures, quality of service ratings, and efficiency outputs, driving change where needed to maximize productivity
• Guarantee that Call Centers are competent and resilient in responding to planned and unplanned events (e.g. weather and emergency events) and well-positioned to ensure that regulatory standards are met
• Conduct a culture that delivers high levels of employee engagement and enablement while translating business objectives into clearly defined plans.
• Lead consumer advocacy to those most vulnerable customer groups to ensure they are aware of and being benefited with assistance programs available to them
• Manage the general business relationship with key stakeholders (Jurisdiction Presidents, Unions, and Regulators) with the objective to design and ensure win/win solutions for our customers.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
• Develop strong internal and external relationships to gain and share best practice insight to minimize our cost of service and improve Customer Satisfaction.
• Develop and manage the annual department budget to attain business goals with operational stability

Qualifications

• Bachelor’s degree required in Business with 10+ years of experience managing customer, operational & management activities in a performance-driven utility environment.
• A highly collaborative expert with a track record of roles with progressive responsibility, and proven leadership experience with stature for ability, integrity, and credibility.
• Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, and exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.
• Have the ability to translate policies into processes and procedures and peel back multiple layers of a problem and balance the value of different solutions; understands the best way to utilize them to drive greater performance, taking into account the full business context.
• Has insight in analyzing and understanding the issues which the Company is facing today with the ability to make complex ideas or situations clear, simple, and easy to understand.
• Valid driver’s license required