Posted in Other about 2 hours ago.
Location: Las Vegas, Nevada
Basic Purpose
Directs all activities related to the design, development, implementation and support of the Company’s customer programs and services including Workforce Management, and Quality Assurance operations. Implements quality monitoring and other performance management. Ensures customer service level is achieved, and customer service back-office work is completed timely and accurately. Creates long-term and short-term strategies planning of telephony and workforce management systems.
Essential Duties and Responsibilities
Directs and implements enhancements and upgrades of the NICE Workforce Management systems and Genesys applications. Ensures changes are implemented as designed and that proper internal controls are in place. Oversees the preparation of business cases and recommends highest priority, cost-effective changes to improve company performance and customer satisfaction.
Manages a broad range of contracts pertaining to vendors and customer service performance. Provides expert testimony in regulatory proceedings before federal and state agencies, including preparation of data responses and expert testimony.
Directs and coordinates digital project activities including associated third-party resources along with included information technology resources to ensure project requirements and objectives are delivered within established timeframes and allocated budgets. Coordinates communication and training to internal stakeholders in the support and delivery of new or enhanced products, services, or interfaces. Responsible for the capital portfolio management activity by facilitating the business case development, project prioritization, and approval for identified capital projects originating from the Customer Programs and Services area.
Supports the identification, collection, dissemination, and strategic utilization of competitive intelligence relating to customers and the energy industry. Conducts proper business analysis to customer engagement and communication strategies contribute to the improvement of customer satisfaction and retention. Supports the establishment of benchmarks and performance metrics to track communication progress.
Provides strategic customer-focused leadership in defining quality goals and expectations, anticipating customer needs, ensuring the delivery of quality services and products, analyzing operating results, resolving issues, promoting customer communications, responding to customer expectations; increasing customer satisfaction and developing a customer relationship management culture.
Provides leadership in establishing and supporting the safety culture of customer service as well as the safety functions in the delivery services business unit. Directs and communicates the vision, providing strategic direction and leadership to drive continuous improvement in alignment with Company goals.
Develops and directs implementation of strategic business plans as well as directs input into the Corporate’s 10-year plan(s) and provides drivers to determine annual plans including budget development and control for customer facing activities including self-service channels.
Oversees strategic and operational plans for control, management and enhancement of customer service operations capabilities and for ensuring alignment with company goals and objectives. Oversees the coordination with other departments to improve upon customer service initiatives. Evaluate ongoing training strategies for customer service.
Monitors and enforces all compliance requirements for area of responsibility.
Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.
Performs related duties as assigned.
Essential Education, Skills, and Environment
Education and Work Experience
Bachelor’s degree from an accredited school and 8 years of related work experience with 2 years of workforce management experience.
Candidates that do not possess a bachelor’s degree must have a minimum of 12 years of related work experience with 2 years of workforce management experience.
Specialized Knowledge and Skills
Demonstrated knowledge of:
Demonstrated skills such as:
Equipment and Applications
PCs, word processing, spreadsheet and database software.
Work Environment and Physical Demands
General office environment. No special physical demands required. Occasional travel required.
Annual Salary: $133,000 (Min) to $156,500 (Mid); Up to 20% Short Term Incentive Plan target opportunity at the discretion of the company. This is a non-represented position.
We offer the following benefits for non-represented employees. For represented employees, we offer many similar benefits plans and programs with specific terms negotiated in the collective bargaining agreement.
At NV Energy, we celebrate diversity, equity and inclusion. NV Energy is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.
If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources via email at HumanResources@nvenergy.com or call our HR Help Desk at (702) 402-5500 and select '0' or Fax your request at (702) 402-0031. TTY Sensory Impaired - 711
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