Requisition : 82537
PSEG Company : PSEG Long Island
Salary Range : $ 137,000 - $ 224,400
Work Location Category : Hybrid
We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company - along with a supportive, friendly work environment where your contributions are valued.
We offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories:
Onsite: Employees work onsite daily.
Hybrid: A blend of remote and onsite work, with at least three onsite days per week required.
As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.
More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.
PSEG is not offering visa sponsorship for this position.
Job Summary
The primary purpose of this position is to manage a staff of employees, MAST and Union in the PSEG fast-paced call center, servicing over 1.2 million customer accounts annually through voice and digital channels, including phone, email, chat and social media. Customer interactions include but not limited to establishing new accounts, answering program questions, billing questions, collections agreements, outage and emergencies.
Manager is accountable to ensure daily metrics are met with a focus on performance management and promoting a positive customer experience. This position will lead a team of supervisors and team leads ensuring employee performance is met through coaching and development.
The Call Center Manager will collaborate with other teams to ensure proper staffing, budget management, and manage team projects as needed. Will also work closely with Customer Technology and Market Intelligence teams to promote the adoption of new programs, processes and technologies to improve the overall customer experience.
At this time, only current PSEG employees will be considered.
Job Responsibilities
Lead the delivery of a consistent positive customer experience across multiple voice and digital service channels including inbound calls (100,000 monthly), social media, email (10,000 monthly), chat, mail correspondence and self-service platforms.
Manage customer facing bargaining unit and management personnel across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power. Metric targets which encompass safety, customer experience, associate availability, operational and financial metrics. Achieve operational excellence and high customer satisfaction while tracking and reporting metric adherence.
Provide leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives, developing a collaborative and inclusive environment.
Lead the development and execution of employee engagement actions/plans; demonstrates the ability to maintain collaborative relationships with Union leadership and effectively administer the collective bargaining agreement.
Lead/implement cross departmental process improvement efforts as well as identifying process efficient improvements within the Call Center.
Work collaboratively with Training organization to ensure delivery of high quality training to ensure workforce is readied to execute job functions in a customer sensitive manner, ensuring a positive customer experience.
Job Specific Qualifications
Bachelor's degree with 10 years of experience in call center management and/or customer operations. In lieu of a degree, a minimum of 15 years in call center management and customer operations experience
Ability to effectively manage a large operation with focus on driving performance through application of and adherence to performance metrics
Strong interpersonal, communication and negotiation skills
Good customer service skills with a demonstrated focus on customer satisfaction
Ability to develop organizational talent and manage performance.
Demonstrated ability to plan, organize and multi-task
Financial acumen, analytical and process improvement skills
Proficient with Microsoft Office
Demonstrated safety awareness and work to improve PSEG Long Island safety culture
Demonstrated knowledge of call center technologies
Excellent written and verbal communication skills
Familiarity with application of Call Center Technology (i.e., phone, IVR, Chat. Email, etc.)
Possess and maintain a valid US driver's license with a safe and satisfactory driving record
Required to work extended hours and/or performs functions different from normal operations during storm/outage restoration efforts and may be required to work at alternate locations
Desired
Familiarity with NICE Voice Recording, Analytics, and Workforce Management, IVR; Customer Outage Management system
Experience with managing union personnel
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company.
For all roles, PSEGLI's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.
If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally be consistent with other similarly situated new hires of that company.
PSEGLI is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
PSEGLI is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
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