Requisition: 74796
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 121,300 – $ 242,600
Incentive: PIP 20%
Work Location Category: Hybrid
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
The Inquiry Call Center is a 24/7 operation and operates out of two locations, Newark and Bordentown, New Jersey. This position resides in Newark. The Call Center handles approximately 6.5 million calls per year and serves over 2.2 million customers in our service territory.
This manager position will lead daily operations of the Call Center by organizing the workflow systems, portfolios and activities of the various departments to maintain and deliver optimum quality of service to customers.
Job Responsibilities
- Position manages customer facing bargaining unit and management personnel to achieve targeted performance across all areas of PSE&G scorecards. Scorecard targets encompass safety, customer experience, associate availability, operational and financial metrics.
- Position leads personnel and initiatives to continually enhance safety, health, wellness and environmental performance of the department. Manager owns the Medical Emergency Escalation Procedure and its execution.
- Responsible for operating integrity of multiple contact center locations. Leads the delivery of a consistent customer experience across multiple service channels including inbound/outbound calls, , email, correspondence and self-service platforms.
- Leads contact center operations during system interruption, storm outage events and reoccurring workload peaks. Safeguards company assets, customer information and insures compliance with all applicable SOX controls.
- Leads the development and execution of employee engagement actions plans; demonstrates the ability to maintain collaborative relationships with Union leadership and administer the collective bargaining agreement.
- Position provides leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives.
- Position leads/implements cross departmental process improvement efforts. Position continually scans the external environment for emergent proven practices and benchmarking trends in contact center operations.
- This position requires occasional travel to conferences and benchmarking events.
- As required, initiate oral, written and one-on-one communication with customers.
- As an employee of PSE&G, you should be aware that during storm/outage restoration efforts, you may be required to work extended hours and/or perform functions different from normal operations.
- You may also be required to work at alternate locations.
Job Specific Qualifications
Required:
• BS Degree or, in lieu of a degree, 12 years of experience
• Minimum 8 years operational experience leading customer facing work teams and/or process improvement efforts to foster continuous improvement
• Experience leading in a union environment.
• Strong interpersonal, communication and negotiation skills
• Ability to develop organizational talent and manage performance.
• Must foster an inclusive work environment and respects all aspects of diversity
• Demonstrated ability to plan, organize and multi-task
• Must have a valid driver’s license
• Financial acumen, analytical and process improvement skills
• Proficient with Microsoft Office
Desired:
• MBA
• Operating experience SAP/CRM
• Lean Six Sigma experience/Black Belt Certification
• Work experience with contact center infrastructure (ACD, IVR, Voice Analytics, etc.)
Minimum Years of Experience
8 years of experience
Education
Bachelor
Certifications
None Noted
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others’ strengths, perspectives, approaches, and personal choices.
As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.
PSEG 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.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.
PEOPLE WITH DISABILITIES:
PSEG 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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Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: Call Center Manager, Call Center Supervisor, Recruiting, Operations Manager, Compliance, Customer Service, Human Resources, Operations, Legal