Director, Customer Contact Center

Responsible to direct, lead and manage operations and performance of the Customer Contact Center across multiple channels and sites. Responsibilities include strategic planning, management and leadership of processes to support the continuous improvement of the customer experience. Oversight of performance metrics such as agent interaction quality and efficiency, abandonment rate, regulatory service levels, staff retention, enrollments and conversion rates for products and services; and financial performance.

Essential Responsibilities

Direct the day to day performance of contact center operations; develop and execute strategy to deliver an optimal customer experience. Accountable for the end-to-end customer contact processes and customer experience with agents, developing and supporting initiatives to drive improvements in efficiency and performance. Maintain high levels on employee engagement within multiple contact center locations. Apply best practices, develop continuous improvements plans and make recommendations based on employee and customer feedback.
Oversight for the recruitment, retention and development of staff. Serve as liaison with Human Resources and Talent Acquisition to ensure appropriate staffing levels are maintained and new hire classes are filled in a timely manner. Establish and measure key performance indicators (KPIs) for all agent channels and ensure employee performance expectations support this measure.
Provide strong leadership that guides team members to efficiently leverage the opportunity with every customer contact to improve the customer experience. Ensure contact center leaders are effectively managing coaching conversations which develop and enhance agent performance. Create development plans for leadership and agents to establish an effective career path and build bench strength for future promotions.
Develop and sustain a sales culture to generate revenue and/or drive cost savings for the company. Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives. Direct sales forecasting opportunities and activities, set performance and sales goals.
Ensure compliance with regulatory requirements and company policies and procedures. Collaborate with Business Systems to create a business continuity plan for all customer facing channels.

Minimum Requirements

A bachelor's degree in Business, Marketing or other related field required.
8-10 years contact center management experience in a variety of industries required.
Experience managing a call center as a profit center desired.
Excellent communication and negotiation skills.
Utility (gas and electric) and/or related business experience in a customer service capacity.
Motivates and leads staff and peers and interacts well with executive management.
In addition to working closely with departments within the Customer Care organization, must be able to work closely with other Xcel Energy departments such as Operating Companies, Business Systems, Distribution Operations, Customer Strategy and Experience.
Ability to gain consensus and implement changes quickly and effectively in response to constantly changing customer requirements.