Duquesne Light Company Hiring for Manager, Service Excellence at Pittsburgh, PA  Full Time

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

The Manager of Service Excellence is responsible for the development and the implementation of a Quality Assurance Program within the Contact Center, the role is responsible for supporting the managers in employee development and coaching for the improvement of key service KPIs. Primary responsibilities include:

• Driving Quality Results and Customer Experience
  • Implement and manage a Quality Program that directly links a customer survey to a customer call review and ensures adherence to regulatory requirements and procedure standards
  • Develop a certification /reward system for the mastery of skills
  • Lead a team of Quality Assurance Associates who provide direct support to CSRs and offer constructive and relevant feedback that drives performance
  • Develop improvement plans for quality and implement solutions to improve results and customer service
  • Manage budget and track expenses
• Improve Customer Experience through Process Improvement
  • Lead a team of Process Improvement Associates
  • Partner with other departments including Regulatory, CX and IT to create, improve and automate customer applications and Contact Center processes using the Agile methodology
  • Develop training plan and define workflow and responsibilities for the Business Concierge team and Technical Service Representatives
  • Drive efficiencies in existing processes
  • Create and present reports and documents and for leadership team
  • Partners with Credit and Collections Manager to coordinate the Collection activities and drive results.
• Training and People Development
  • Manage a team of Trainers, Quality Assurance Associates and Process Improvement Associates that support the results of the Center
  • Lead the creation of training documents for the center supervisors focusing on employee coaching and development and conflict resolution.
  • Maintain an online database of training documents and center communications.

Education and Experience Requirements

• Bachelor’s degree in Business Administration, Human Resources, Psychology, or other applicable discipline
• Seven (7) years related experience

Preferred Qualifications

• Previous supervisory experience
• Previous experience / certification in process improvement methodology
• Previous Experience Process Automation

Scope

Primary focus is on day to day management of operational execution also develops and exercises business plans, policies, and procedures. Contributes to proactive planning exercises of management team as requested. Trains and develops staff. Plans the work flow. Looks for areas of process improvement and directs available resources to accomplish this. Leads changes and implementations for direct team as pushed down through the organization.

Decision Impact

Resolves problems of a greater complexity than the former. Improves existing processes & systems using conceptualizing, reasoning, & interpretation skills. Solutions require through understanding of business strategies and issues. Defines broad based solutions that would require consideration of wider implications on organization results & resources.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company.Examples of storm roles could include but aren’t limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER
Duquesne Light Company is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Company’s commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Company is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.