Address
SalaryCOMPANY OVERVIEW
As the nation's largest producer of clean, carbon-free energy, Constellation is a company purposely-built to meet the challenges of the climate crisis. Constellation has been the leader in clean energy production for more than a decade and we are growing our company and capabilities. Now, we're accelerating, speeding our low-carbon or no-carbon power to more people in more places, day and night, providing our customers and communities with options to buy, manage and use energy as part of their decarbonization mission. The race is on to confront the climate crisis and Constellation is ready to meet the challenge. Come join us as we lead energy, together.
TOTAL REWARDS
Constellation offers a wide range of benefits and rewards, designed to help our employees thrive professionally and personally. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program comprehensive medical, dental and vision benefits, including a robust wellness program paid time off for vacation, holidays and sick days and much more.
Expected salary range of $95,400 to $106,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).
PRIMARY PURPOSE OF POSITION
The Manager will be responsible for ensuring the Customer Care call centers are meeting departmental Key Performance Indicators (KPIs). This position will manage operational performance, process analysis and improvement and workforce management. This position is also responsible for developing new initiatives and implementing key business processes as well as integrating new technologies
PRIMARY DUTIES AND ACCOUNTABILITIES
- Plan, manage and track the overall Customer Care business implementation plan to ensure milestone deliverables are met.
- Act as the liaison between all cross functional groups to collect, review and maintain new market documentation.
- Work with IT to identify and document business rules, functional owners and systems requirements rules to support successful market implementation.
- Interface with Customer Operations to resolve/mitigate issues that impact Customer Care.
- Support the development and delivery of the Customer Care training curriculum.
- Design, develop and implement IVR and telephony solutions to support new markets.
- Identify reporting needs and develop KPI, operational and user reports.
- Provide post implementation support by continuously analyzing current business workflows and productivity/efficiency results to seek process improvements.
- Maintain existing responsibilities by managing analyst(s) performance for ensuring company wide reporting and analysis deliverables are met.
- Ensure that any known internal control problems/issues/concerns are identified and communicated on a timely basis to immediate supervisor.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS
Minimum of 3 years Project Management experience within a Customer Care arena demonstrating increasing levels of accountability Bachelor's degree in related discipline or commensurate experience required Experience with managing direct reports or managing vendor partners Experience with IVR, PBX, CRM and MS Office software Detailed end-user and back-end knowledge of CRM systems
PREFERRED QUALIFICATIONS
Exceptional ability to influence peers and business partners at all levels Strong planning, problem-solving, analytical skills and ability to execute actions necessary to achieve goals Demonstrated experience documenting and implementing new processes and procedures to improve customer satisfaction Knowledge of goal implementation and performance measurement Strong interpersonal and communications skills, both oral and written including excellent grammar, spelling and proofreading skills Successful detail-oriented, deadline-oriented, and multi-tasking experience Pro-active, independent thinker with a can do attitude and a strong sense of urgency In-depth knowledge of current call center tools and technology required Must be able to foster a positive and productive work environment, with the ability to lead and build teams Ability to work flexible, sometimes extended hours, including nights and weekends
