South Jersey Industries GM / Director, Contact Center Operations in United States

GM / Director, Contact Center Operations

*Title is commensurate upon experience

At South Jersey Gas we provide safe, reliable and affordable natural gas service to customers across the seven southernmost counties of New Jersey. We are passionate about helping our customers warm their homes and businesses, dry their clothes and cook their meals. We are equally passionate about ensuring that our customers have an exceptional experience, each time they interact with our Customer Contact Center, without exception. As a representative in the South Jersey Gas Customer Contact center, you’ll be at the heart of our customer service operations, delivering first-class service with every interaction. In our fast-paced contact center, you’ll be at the forefront of our commitment to customers – to keep them safe, resolve inquiries regarding billing, setting up new or transferring service, and general inquiries.

*This position will be moving to Atlantic City in 2018

Basic Function:

  • Leads the Contact Center Operations team to fulfill company strategies, practices and procedures for serving, solving, and meeting company targets. Sets departmental direction to maintain the balance between providing a high quality customer experience and achieving financial targets. Serves as a strategic partner with peers and the Senior Vice President of Customer Experience in determining contact center strategies and ensuring South Jersey Gas mission and values are upheld.

  • Accountable for management of the organization’s revenue cycle and the Customer Information System (CIS), which underpins a number of other critical operational systems, including the interface with the organization’s financial reporting system.

  • Development and accountability for the appropriate internal, credit, and financial controls and policies to protect the organization’s revenue cycle. Involves development, implementation and compliance of regulatory and consumer policies, including those for consumer credit and delinquency, in addition to the integration of the policies with other functional areas.

  • Ongoing development of work and resource strategies and the use of technology to ensure we remaining cost competitive for the customer care functions.

  • Accountable for implementation and ongoing customer experience measurement through multiple voice-of-the-customer tracking surveys

Qualifications:

Education:

  • Bachelor degree in business or management discipline required; an MBA is preferred.

Experience:

  • Minimum of 5 years of experience in Customer Service, Operations, Sales, Marketing or related fields

  • Demonstrated experience with quality management and quality improvement efforts

  • Experience managing in a contact center environment managing large teams including a high number of direct and indirect reports is preferred

  • Demonstrated proficiency and experience using Windows-based PCs, Microsoft Office

  • Experience in utility industry preferred

  • Solid understanding of Contact Center operations and financials

Other Skills and Requirements:

  • Must possess strong conceptual skills, including financial statement analysis, staffing models, scheduling, and knowledge of telecommunication opportunities

  • Must have demonstrated the ability to both think and act strategically

  • Demonstrated leadership with strong communication and human relations skills

  • Proven record of institutionalizing best practices

  • Data driven with a commitment to process improvement

  • Strong reputation working with inter-disciplinary teams as being innovative, accountable, and reliable

  • Strong negotiation and contract skills

  • Must foster an inclusive work environment and value all aspects of diversity

Essential Functions:

  • Develops a culture in which employees serve, solve in a way that supports SJG strategies and reinforces the SJG culture. Serves as a role model for the Contact Center in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion.

  • Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results.

  • Analyzes the productivity of the Operations organization and recommends adjustments to staffing, performance targets and resources in order to maximize results.

  • Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level.

  • Hires managers, supervisors and individual contributors with the abilities required to lead the achievement of business goals and create a diverse workforce.

  • Analyzes summaries of operating results and makes recommendations that influence the goals of the department, customer care operations and enterprise.

  • Directs the development and implementation of strategies to support high quality customer experiences, new product deployment and operational efficiency.

  • Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the department’s budgeted revenue.

  • Provides input and subject matter expertise in the annual budgeting process. Recommends plan adjustments and targets that will meet or exceed budgeted objectives.

  • Serves as functional lead for the company’s Customer Experience Council and champions company-wide initiatives and new technology and customer initiatives, and directs successful implementation in areas of responsibility

  • Develops programs, policies and resource plans in order to maximize the efficiency and productivity of the Contact Center organization.

  • Participates in the talent review process to ensure necessary talent is in the pipeline.

  • Prepares crisis management plans, serves a first responder, and manages during the crisis period.

  • Directs the development of appropriate tracking metrics and monitors the performance of the department to ensure that department and center objectives and regulatory standards are met.

  • Directs, reviews and manages progress toward a standardized customer experience and performance deliverables, makes necessary tradeoffs between local and enterprise performance in delivering results.

  • Reviews and directs the development/revision of programs, policies, reports, invoices and payments as required.

  • Manages departmental budgets and controls expenses while meeting or exceeding revenue and service objectives.

  • Provides direction to ensure company policies and procedures are followed and necessary accounting procedures and internal controls are in place.

  • May collaborate with peer-level leadership group within and across the enterprise on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities.

  • Collaborates with all critical partners (Field, IT, Marketing, Communications, etc.) to shape the customer experience.

  • Collaborates with Human Resources to ensure the human resource needs of the Contact Center teams are met.

  • Oversees and manages the relationship and management of outsourced Contact Center and ensures it is continuously meeting customer experience metrics.

  • Leads selection and ongoing performance of outsourced Contact Center(s) resources and oversees contract negotiations.

  • Communicates customer concerns, opportunities, implementations and related issues within the center, across the enterprise.

  • Leads contact center team meetings to communicate progress toward targets and changes in direction, products, policies, expectations, processes and standards.

  • Remains current on technical information regarding SJG’s telephony, workforce management, and all contact center technology,

  • Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required.

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.