Manager IT Customer Contact Center

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Date: Nov 8, 2023

Location: PHOENIX, AZ, US, 85004-3903

Company: APS

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

The Manager of IT Customer Contact Center is responsible for the day-to-day operations of the technologies that enable customer facing advisors and departments to operate smoothly through automated phone systems (IVR), customer relationship management, analyzing customer behaviors, and other call center performance metrics. They play a critical role in ensuring the efficiency, security, and reliability of our contact center operations. The Manager will oversee the budget, vendor management, and talent management activities for their area. They perform a lead role in the replacement and upgrade projects specific to the telephony technologies. This position reports to the Director IT Customer Solutions, and collaborates closely with the business contact center team, managed services partners, and other IT staff.

Minimum Requirements

• BS in Computer Science, Business or related degree or equivalent work experience.

• An additional eight to ten (8-10) years progressively responsible related experience in area/s of assignment is required to obtain an advanced understanding of information and/or communication systems, operating systems, network communications, equipment and infrastructure.

• Demonstrated leadership skills required.

• Previous supervisory experience preferred.

• Demonstrated high quality oral, written and presentation communication skills, high quality interpersonal and people management skills, and demonstrated experience in project management.

  Preferred Knowledge, Skills, or Qualifications

• Subject matter expertise with the following Contact Center technologies:

• Cisco IVR, Dialer, and Enterprise Email & Chat

• Virtual Hold Technologies

• Workforce Optimization, Voice/Screen Recording, and Speech Analytics

• Service Level Management

• Customer Notifications

• Ability to understand the needs and values of Contact Center stakeholders and business processes and apply that understanding to educate and influence others

• Experience utilizing relationship management skills to work with business partners, vendor partners, and other IT staff to align on critical decisions

• Previous experience leading telephony and CRM project implementations

• Prior history of leading, coaching, and developing technical teams, preferably Contact Center technical teams

• Strong verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members at all levels and organizational leaders.

Major Accountabilities

• Oversees the daily IT operations of Customer Contact Center technologies (telephony, IVR, Virtual Hold, etc…) including ensuring client assistance and 7 day per week/24 hours a day support for our systems consistent with Service Level Agreements

• Ensures preferred technical architecture and business requirements are balanced to provide effective Contact Center systems solutions, sound architecture, and cross-system integration objectives

• Resolves technical issues, recommends, and implements viable alternatives and solutions.

• Maintains knowledge and understanding of business processes. Manages, negotiates, and meets clients’ expectations.

• Develops unit level strategic plans that support corporate and IT plans.

• Supports client planning process and prioritization for Contact Center technology implementation.

• Ensures departmental costs remain within approved budget.

• Oversees managed service agreements with outside vendors, including RFP and contract negotiation/management activities

• Ensures appropriate staffing levels and that staff has technical skills and business skills to support objectives of the organization.

• Assigns, directs, facilitates, reviews, and approves unit work activities. Ensure effectiveness and productivity of the work unit.

• Develops and retains a highly skilled technical team including a supervisory backup.

• Implements performance management programs.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

Arizona Public Service is a smoke free workplace.

Flex Role:

This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work. Employees will have two options to choose from:

• APS office based: The employee prefers to work most of the time from an APS facility.

• Home based: The employee prefers to work most of the time from his/her home.

*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.