Job description
The Director of Customer Relations is responsible for the strategic planning and execution of all customer care operations. Core duties include management and leadership of an internal and offshore team of professional customer care agents, and the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. The monitoring of performance metrics is expected and include call efficiency, low abandonment rate, high conversion rates, staffing utilization, and acceptable turnover.
A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director’s success is measured by the organization’s ability to provide high quality services while meeting KPIs, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Director executes the vision for the operation ensuring the Customer Care team meets customer and organizational needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities
This position reports to the Head of Operations and sits in the Houston, TX office.
What you’ll do:
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every customer interaction
- Responsible for development and administration of annual department budget to attain business goals with operational stability
- Deliver results against a defined scope of work that includes strategic innovation, performance reporting, and human capital development
- Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding KPIs
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to a Call Center
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Coordinate analytic, strategic, and technical resources to meet organizational and customer expectations and ensure satisfaction
- Manage and expand customer and coworker relationships
- Ensure compliance with regulatory guidelines and standards
- Coordinate with other departments, provide feedback and status reports regarding problem identification and resolution
- Manage special and ad-hoc projects and carries out other duties as assigned
What you bring:
- Bachelor’s Degree required, Master’s Degree in related field preferred
- 10+ years of experience working with retail gas and electric customer issues
- Demonstrated success in a busy call center environment is essential
- Reset, meet and exceed existing performance metrics
- Must meet the highest attendance requirements and communicate effectively, both written and verbally
- Able to handle multiple assignments on a timely basis with a high degree of accuracy
- Strong, effective interface and communication skills written and verbally
Additional Information/Conditions:
- Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future
- Must be willing and able to comply with ENGIE’s policy with respect to COVID vaccination and testing
- Must be willing and able to comply with all ENGIE ethics and safety policies
- While performing the duties of this job, the employee is not exposed to weather conditions
- The noise level in the work environment is usually moderate
- Ability to use a personal computer, calculator, etc.
- Could involve some lifting / up to 35 lbs
- Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
- Reasonable accommodations may be made to enable individuals with the needed assistance to perform the essential functions
- Eligible for a hybrid schedule consisting of in-office and work-from-home opportunities
Why ENGIE?
ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it! Join us as we develop energy that is more renewable, more efficient, and more accessible to everyone.
Unite with us in leading the transformation of the world of energy! ENGIE is looking for talented and motivated individuals to create the future of energy and customer solutions. Join a rewarding and flexible work environment that encourages innovation and creativity to help customers meet their energy challenges today and in the future. Are you up for the challenge?
At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion. We do so for the benefit of our employees, customers, products and services, and community. So ENGIE is proud to be an equal opportunity workplace and is also an affirmative action employer. We are firmly committed to creating an equitable and inclusive environment for all employees.
We are committed to providing employees with a work environment free of discrimination and harassment. All employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications. ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as “protected characteristics”) as defined by applicable federal, state or local law in the locations where we operate.
If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at ENGIENA-ENGIEHR@ENGIE.com. Please note: This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.
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