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Title:  Manager Customer Strategy & Operations

Department:  Contact Center Operations
Location: 

Sacramento, CA, US, 95817-1899

Category:  Customer Service

Minimum Pay Rate: $136,364.80 

Maximum Pay Rate: $180,606.40 

Civil Service Status: Civil Service 

Apply by Date: 01/22/2025 

Posting Type: Open 

 

The intent of this job posting is to fill one (1) regular, full-time position and establish an eligibility list which may be used to fill current and future, permanent and limited-term, vacancies for up to two (2) years.

 

This position oversees the Contact Center.  The selected candidate will provide supervision of staff, expertise and leadership in the development, maintenance and day-to-day operations of the Contact Center functions.  A successful candidate in this role will manage, supervise, and direct all Contact Center functions and processes to ensure alignment with SMUD's strategic objectives and compliance with applicable SMUD, state and local personnel, billing, credit and collection laws, rules and regulations.  This person will collaborate cross-functionally to provide all necessary customer and revenue operations data to facilitate relevant management decision-making to meet SMUD guidelines and legal standards that operational and revenue collections policies support.

 

See "Supplemental Questions" section below.  Failure to respond to the questions may preclude you from moving forward in this process.

Supplemental Questions

Please attach a document with your response to the following questions (2 pages maximum).  Failure to respond to these questions may preclude you from moving forward in this process.  Please do not indicate “refer to resume” as a response to the questions as it will be viewed as incomplete.

  1. Describe your experience with leading and managing a team. Include type and size of Contact Center or team, number and staff level(s) of staff directly reporting to you, where and when your experience was acquired.
  2. Describe your experience implementing performance and productivity measures and evaluating staffing levels to meet business objectives. What processes, research and systems did you use, and what was the outcome?
  3. How you have used industry best practices and/or benchmarking to ensure an efficient and effective operation of a team or Contact Center. What was the result of your efforts?

Purpose

To provide leadership, management and accountability over a variety of Customer Operations and CES and Customer Experience Delivery business segments to ensure safe, reliable and efficient operations. Leveraging our capabilities in strategy, customer experience, digital strategy and innovation to deliver on our customer needs today and in the future.

Nature and Scope

Develops, implements and manages department goals, objectives, policies and priorities in partnership with the department Director; selects, trains, motivates, evaluates and develops subordinate personnel and ensures that department strategic objectives and priorities are achieved and coordinated with other departments.

Duties and Responsibilities

  • Develops, implements, and manages the strategic and operational goals, objectives, policies, and priorities in partnership with the department Director.
  • Selects, trains, motivates, evaluates, and develops subordinate staff and ensures that department strategic objectives and priorities are achieved and coordinated with other departments.
  • Organizes, implements and directs operational activities, while maintaining a successful culture of engagement, operational efficiency, compliance, and safety.
  • Reviews, recommends and implements process improvements with a focus on cross-collaboration that lead to efficiencies, cost savings and/or improvement in our customer related programs.
  • Responsible for budget preparation and implementation; participates in the budget forecasting of additional funds needed for staffing, equipment, materials and supplies; administer the approved budget
  • Responds to high level customer concerns referred from executive management, the Board of Directors, state, city, county and local
  • Leads and oversees department programs, projects and processes; assesses needs, assigns resources and ensures successful outcomes.
  • Maintains clear, concise, accurate records and prepares effective reports on costs, production, quality, and sub-area inventory. Prepares reports, status updates and related materials for management review and/or records
  • Performs related duties as required.

Required Education

BS/BA degree from an accredited college or university majoring in finance/accounting, economics, business or public administration related field or equivalent experience.  If no degree, a minimum of fourteen (14) years of relevant experience is required.

Required Experience Qualifications

Ten (10+) or more years of progressively responsible experience in customer service related activities with an emphasis on customer service related processes and programs, preferably in the electric utility industry, including a minimum of five (5) years in a supervisory or lead role.

Knowledge Of

Supervisory skills and tactics; applicable federal and state laws and regulations related to supervisory practices and employee rights; methods and techniques for planning, organizing, directing and controlling work activities of others; techniques related to customer relations; community, customer, business, and ethnic outreach and marketing strategies; procedures and practices for cost control and budget administration; techniques and practices for contracts and sponsorship negotiation and administration; safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.

Skills To

Recruit, select, hire, supervise and evaluate employees; plan, organize, direct, control, and review the work of others; identify, assess and coordinate training needs for staff; coordinate the work of the department with other SMUD entities; establish and maintain working relationships internally/externally; establish, manage, monitor, update and adhere to budget; develop creative ways to solve problems; gather data from appropriate sources and identify relevant factors; draw logical conclusions and independently design and implement appropriate programs and services; communicate effectively orally and in writing internally/externally; utilize systems and software including spreadsheets, databases, presentations and word processing relevant to the job.

Desirable Qualifications

  • Contact Center Management Background
  • Experience leading & engaging large work group
  • Superior communications skills
  • Ability to lead and influence at all levels of an organization

Physical Requirements

Applicants must be able to perform the essential job functions with or without a reasonable accommodation.

Sacramento Municipal Utility District (SMUD) - Who We Are

As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers. Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.

 

Our Commitment to Diversity & Inclusion

SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together. 

 

An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform “substantially similar work,” when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification.  As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.

 

SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.

 

Why Sacramento, California?

The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er's aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.

 

Hybrid Work

This position may be eligible for SMUD's hybrid (office/home) work employee benefit, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to hybrid work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.

SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.
Req ID:  1922

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