Leads a team of Directors, first line supervisors, customer service representatives and customer support assistants to deliver a positive experience for our customers

　　Oversees and directs the system wide planning of Contact Center operations including, scheduling, overall performance, staffing coordination, supervision and activities and functions of employees associated with establishing gas and electric installations, inspections, metering, and other customer related functions to assure customers of the best and safe utilization of gas and electric service

　　Ensures that service level requirements are met through optimal deployment of scheduled resources

　　Collaborates with internal and external stakeholders to support digital experience strategy, planning, process, execution, measurement and improvement

　　Liaises with Information Technology IT to troubleshoot critical break ix issues with the Telephony and Workforce Management Systems; assist in analysis

　　Consults with Meter Shop, Commercial Department, Meter Reading, and Information Technology IT to troubleshoot critical break ix issues with Meter Device Management and customer billing

　　Develops solicitations for new partnerships, facilitates contract approvals, and supports customer experience relationships with government agencies vendors

　　Identifies, develops, and implements new and improved programs and processes to increase productivity and performance of supervisors and employees in areas of responsibility. This position requires working closely with all the Customer Services teams and the key management personnel in areas outside of Customer Service, such as Engineering and Information Technology, to understand where opportunities exist for improving operations

　　Ensures that CX channels are harmonized providing a consistently positive customer experience.

　　Supports and helps facilitate Central Hudson customer experience brand and Customer Marketing programs

　　Manages KPIs to support organization and corporate goals

　　Educates and facilitates deeper learning for the organization on SAP and new digital customer experience strategies tactics and technology advances that can enhance customer engagement across the entire customer life cycle

　　Supports storm emergency restoration efforts

　　Required

　　Bachelors degree in business administration, communications, information systems, or a relevant field and 5+ years of experience in customer service success, operations management, or related role function. In lieu of a bachelors degree, an associate s degree and 7+ years of experience, or High School Diploma or equivalent and 9+ years experience as listed above

　　Experience supervising and leading teams, coaching, and mentoring employees in a Contact Center environment

　　Ability to multitask in fast paced environment

　　Able to provide resolution to a diverse range of complex problems

　　Excellent verbal and written communication skills and be able to communicate with all levels of the organization including technical teams and senior management

　　Strong analytic, problem solving, decision making skills and proven ability to discern critical from minor problems

　　Ability to work in a fast aced environment and able to set specific deadlines

　　Proven experience managing diverse delivery teams including internal resources, outsourced vendor resources, and third party suppliers

　　A strategic thinker who can execute tactically

　　Passionate and big picture thinker focused on customer experience

　　Willingness to occasionally work outside of traditional business hours as needed

　　Valid driver license