Sr eChannel Program Mgr - IVR

Location: PHILADELPHIA, PA, United States
Organization: PECO Energy Company
Job ID: 239906
Date Posted: Jun 30, 2022
Job: Customer Service

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Job Description

Description

Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities � Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

PECO Customer Operations strives to attain first quartile performance in customer satisfaction, operational excellence, and cost per customer through continuous process improvement and the application of transformational technology to the business.  The Senior eChannel Program Manager will be a member of the Customer Channels and Technology team, which is responsible for developing and executing the technology strategy for PECO Customer Operations and for managing the company’s customer service channels and systems.

The Program Manager will administer the PECO IVR and related customer service systems, e.g., CTI and Virtual Hold.  Responsibilities include leadership of IVR-related projects (PECO is currently in the early stages of a migration to a hosted IVR solution), ongoing performance monitoring, reporting, system tuning, identification and prioritization of issues and opportunities, vendor management, and development and execution of the strategic direction for the IVR channel. 

PRIMARY DUTIES AND ACCOUNTABILITIES

  • Manage all content for the IVR.  Respond to issues and concerns related to the IVR.  Update IVR logging and call flows.  Collaborate with Corporate Communications to write, edit, and proofread new scripts and prompts.  Ensure consistency and compliance with appropriate guidelines. 
  • Manage daily IVR performance.  Manage the contractual and business relationship with the vendors for the IVR and related systems.  Execute daily quality calls to ensure IVR integrity.  Identify, quantify, and prioritize opportunities for improvements.  Implement approved user-configurable changes and provide project leadership for changes requiring IT support.
  • Develop, organize and present comprehensive performance reports on the IVR channel.  Track, maintain, analyze, and deliver current information on the operation’s business scorecard or key performance indicators (KPIs).  Perform detailed analysis to support business operations.
  • Ensure that all channels are aligned and utilized strategically.  Coordinate with the program managers for other customer channels to ensure a consistent customer experience across all channels, e.g., web, text, IVR, mobile, social media, and live agents, and to increase self-service utilization.
  • Collaborate and coordinate with IVR administrators at other Exelon Utilities companies to leverage opportunities for joint projects and to share best practices and lessons learned.
  • Support the IVR Governance Council.  Coordinate meetings, track issues, provide guidance on policies, procedures, and best practices.  Ensure strategies, projects, enhancements and configuration changes support business goals, are in compliance with company policy and regulations, and follow prescribed governance processes.
  • Work with the Manager of Customer Channels and Technology and IT to develop strategic direction and to identify and evaluate opportunities for IVR enhancements that support business objectives.
  • Collaborate with other departments, e.g., IT, Customer Care, Marketing, Communications, and Legal, to implement IVR strategies and enhancements.  Coordinate, support, and provide counsel for other business related projects that impact the IVR on an as needed basis.
  • Position will be assigned an emergency response role and may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies

JOB SCOPE

  • Must work effectively with direct manager and partner with the IT department.
  • Involves proactive communication and site planning, execution, project management and a high level of coordination with leadership, content owners and other employee and external communications personnel.
  • This position may manage (depending on scope of eChannel) a group of 3 to 4 business analysts responsible for any eChannel administrative tasks including data manipulation, reporting and research
  • Requires independence in planning, execution, and reporting of technology issues.
  • High level of creativity and technological experience required.
  • Required travel.
  • Works under minimal supervision.

Qualifications

MINIMUM QUALIFICATIONS

  • 4-year relevant degree and a minimum of 5 - 8 years of related business experience with demonstrated eChannel (web/IVR) management experience or in lieu of Bachelor's degree, a minimum of 9 - 12 years relevant business experience is required.
  • Knowledge of new media technology, web/IVR best practices and usability.
  • High degree of interpersonal and communications skills, and knowledge of technology and new media.
  • Proven project management ability.
  • Excellent oral and written communications skills.
  • Ability to interact with all levels of staff including senior executives.
  • A high level of independence is critical

PREFERRED QUALIFICATIONS

  • The ideal candidate will possess a strong academic base in math, statistics, and/or business analytics, including an MBA or other relevant advanced degree and will have experience applying those skills in a customer service environment.
  • Familiarity with key components of the customer service technology stack, e.g., ACD, IVR, CTI, and Resource Management Systems is preferred.
  • Experience managing a vendor providing software as a service or business process outsourcing is preferred.
  • The successful candidate should be customer driven with good oral and written communications and project management skills.
  • Proficient in eChannel applications, layout, design and usability.
  • Broad experience in marketing communications.
  • Broad experience in customer services and market research.

 

 

 

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