Director, Contact Center

Duquesne Light Company

Date: 08/17/2020

Location: Pittsburgh

The Director, Customer Contact (the Director) will be based in Duquesne Lightís corporate headquarters in Pittsburgh, PA and will report to the Vice President of Customer Service.† Will be responsible for strategic direction and day-to-day operations for the Companyís 125 person omni-channel (i.e. phone, email, chat, etc.) Customer Contact Center. The Director will ensure appropriate departmental metrics are developed, monitored/tracked, and reported to senior leadership. The Director will implement best practices across people, process, and technology that lay the foundation for achieving top-decile customer satisfaction and performance metrics.†

Education/Experience Requirements:

Roles at this level require a university/college degree. Higher level education such as a masterís degree, PhD, or certifications is normally required. †Relevant industry experience to be successful in the given role is typically 15+years. At least 10+ years of prior management experience is required.† Proven leadership experience with a large scope is required.

Minimum of 7+ years leading a Customer Contact Center and managing a workforce comprised of supervisory, professional, clerical, and union personnel. †Will display a track record of proactively and successfully optimizing operations in a Customer Contact Center environment that resulted in positive business outcomes, e.g. key metric improvement, turnover reduction, etc.†

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