San Diego Gas & Electric Call Center Manager (Customer Contact Center Manager) in San Diego, California

Job Description:

Leads SDG&E; Customer Contact Center of over 175 employees to provide customer support via phone, email, and web-chat to all residential and small/medium business customers. Responsible for managing the overall operation and budget while delivering a high-quality customer experience to ensure that service level and key performance levels are met for two contact center sites. Identifies, develops, and leads initiatives to improve operational efficiency, the customer experience, process improvement and maximize areas of operational goal achievement. Responsible for leading work streams and implementation and migration of new initiatives including: capacity management, change management, staffing, training, new services, technology solutions, call routing, and operational metrics. Develops methods and procedures for increasing call center results by implementing process/system improvements and the utilization of key performance indicators and data analytics to make operational decisions. Coaches and leads CCC leadership team. Interfaces and collaborates with departments within the company and other utilities. Provides on-call support and responsible for key operational decision making during emergency situations. Responds directly to senior leadership requests and responds to customer complaints to government officials and CPUC.

  • Determine and implement call center operational strategies and initiatives to improve operational efficiency, the customer experience, and process and system enhancements and changes.

  • Plan and direct all aspects of customer contact center policies, objectives, and operations and ensure quality, performance, and customer satisfaction goals are attained.

  • Prepare, communicate and implement staffing and process improvement and change management plans for new initiatives and projects.

  • Lead, coach, and motivate contact center leadership and staff.

  • Respond to executive requests and prepare, lead and execute emergency procedures during an event or other significant incidents.

  • Performs other duties as assigned.

External Qualifications:

  • 8+ years of operational experience required.
  • Prior managerial experience required.
  • Business degree or equivalent is required.
  • Experience in interpreting and acting upon statistical data is required.
  • Call center experience is highly desirable.
  • Must be able to travel to various job sites/locations.
  • This is a safety sensitive position, Department of Transportation (DOT) drug testing is required.

The U.S. Department of Transportation (DOT) and the California Public Utilities Commission have adopted regulations governing the control of drug use by persons in certain job classifications. This job is covered by that regulation (49 CFR 199) and candidates who are not already in a covered job classification will be tested for the presence of prohibited drugs and must meet DOT standards before appointment to the job. Once in the job, successful candidates will be subject to random drug testing.