Operations Support Director

Description:

The Director of Operations Support has ownership and accountability for Customer Care Center (CCC) Support Operations functions, business partner collaboration, and continuity efforts. This position is also responsible for Work Force resource management, real time analytics and forecasting. Additionally, this position directs the strategy of care center budget forecasting development for the care centers. The Director of Support Operations also has ownership for analyzing and directing all care center data reporting and analytics programs including impact analysis on strategic business drivers and real time performance management partnering with care center operations to develop and achieve care center KPIs. Data collected and processes developed under the guidance of the Director of Support Operations is utilized to respond to data request responses, to the executive level, and external business partner surveys. Key to this role is the ability to analyze data, strategically develop and lead all training, quality assurance and knowledge management tools/initiatives for the care centers while supporting work continuity training efforts; as well as, providing training for other customer facing departments as needed. The Director utilizes their relationship with IT, field operations, corporate compliance, and other business partners to setup, maintain, and test disaster recovery sites and continuity programs. The Director interacts with all care center vendors and is responsible for contract negotiations and management, their invoice reconciliation and RFI/RFP major project initiative implementation inclusive of business partners. This Director oversees each functional area in a manner that enhances employee engagement and development, improves processes based on business and customer needs, establishes excellent and safe customer service and compliance with any/all regulatory and state rules while creating internal and external value.

Essential Functions

*Note: this position is accountable for overseeing contractors and other internal resources assigned to support initiatives
Leads a qualified team and has the authority to hire, terminate, coach, develop, promote, demote and performance manage members of the team.
Provide oversight and direction to assigned project/ program management resource or leads for large, complex initiatives, collaborating with business leadership/partners ensuring business outcomes are identified, baseline measurements are established and desired outcomes are realized after implementation.
Strategy and development of training curriculum, materials, and programs, establishing evaluative tools collaboratively with business partners to ensure that curriculum is meeting or exceeding the needs of stakeholders based on best practices and industry standards.
Drive key operational data, operational performance measures, integrated reporting, data analytics, and visualization strategies that provide insight into operational program/project, staffing performance and oversight of relevant key performance indicators that align with company’s goals and objectives.
Partner with executives, department leaders and industry experts to establish performance targets and prioritize performance improvement initiatives.
Develop, prepare and support data, exhibits, and customer care center related responses and testimony in regulatory proceedings ensuring process alignment with compliance rules and regulations.
Identify, analyze, and leverage industry best practices, benchmark studies and business relationships with other utilities, top tier organizations, business partners, and customer focused organizations to measure and improve business processes.
Direct and lead the Cross Functional team that supports and maintains the knowledge tools and process documentation supporting agents, and business partners in preparation of Risk Assessments such as API RP 1173 certification through continuous improvement by promoting Lean, Six Sigma, or other process improvement methodologies across the organization, tracking process change impacts.
Provide centralized oversight of data governance, and quality management framework to identify and remediate process gaps that pose risks for the care center with the goal of empowering users to make faster and smarter decisions.
Lead strategy and ensure accountability for documentation and audits of all continuity plans, CAP responses, IT controls, KPIs etc.
Drive top tier industry results in quality management by ensuring a proficient Quality Assurance process and team to conduct call listening and coaching sessions with employees to improve quality, drive process compliance, and operational efficiency.
Drive successful vendor relationship management framework, contract negotiations and management with vendor partners, and collaborate with Supply Chain to ensure the delivery of technology and/or services and support programs according to requirements, metrics, and budget.
Develop, own, and meet the O&M budget for responsible areas, including budget variance reporting, issue tracking, and resolution status while achieving supplier diversity goals.
Collaborate with IT and technology teams to identify and implement automation, data strategies, and digital solutions that streamline processes, improve efficiency, and reduce cost through strategic business partnerships.
Other Duties as Assigned

Required Qualifications For Position

Bachelor's Degree or equivalent experience
Eight (8) + years in customer care center leadership, strategy, contract management, program or project management, or finance.
5+years of business intelligence, performance measurement and analysis, process improvement or similar experience
Ability to quickly establish rapport, credibility, trust, and respect at an executive level.
Strong quantitative and qualitative analytical skills.
Strong people leadership skills, focused on the growth and development of others.
Proven program and project leadership experience on high impact, cross-functional initiatives.
Ability to work independently and in collaboration with others.
Able to maintain professional discretion with sensitive, highly confidential information at all times.
Comfortable working leading in an environment with rapidly changing priorities and a fair measure of complexity and ambiguity.
Self-motivated and must excel in a minimally managed high profile position.
Travel required at a minimum once per month, could vary depending on business need.
Ability to lead the business integration team by supporting and maintaining nibot (pega tool) and call aid (job knowledge tool).
Strong mathematical, analytical, technical, communication and organization skills.

Preferred Additional Qualifications For Position

Experience with union/non-union environments
Knowledge of Genesys or other WFM systems
Ability to interpret contract language
Manage multiple teams in a matrix organization
Experience with budget, resource, and/or resource forecasting.
Experience with SMS and Continuity Planning.
Advanced degree in business, strategy, business analytics, finance, accounting, or related field.