This role is integral to guiding the strategic direction of our customer care organization by utilizing data analytics and innovative technologies. Then incumbent leads the analytics function and oversee technological advancements within our Customer Care business unit, playing a crucial role in collecting, analyzing, and sharing data across all of our channels including live voice agents, Interactive Voice Response (IVR), web, mobile, SMS, email, and future chat channels.
The incumbent will partner with the VP, Customer Care to develop and execute strategic plans, delivering actionable insights through data analytics and cutting-edge technologies to augment operational efficiency, boost business performance, and enhance customer service. This role will leverage direct reports, matrixed/project resources, and outside suppliers for success. Incumbent will leverage vendor management skills to deliver timely, cost-effective products. A deep understanding of data, technology, and industry trends is required to provide strategic insights and recommendations to senior leadership, driving customer-centric strategies.
This position necessitates a strategic thinker with a robust technical background, an innovative mindset, and a passion for utilizing data and technology to inform and enhance business decisions and results. This role significantly impacts the success of the Call Center business unit, directly influencing the organization's ability to deliver exceptional customer service and maintain a leading position in the electric utility industry.
The incumbent will oversee the both budgeting and compliance operational functions within Customer Care.
Job Duties/Responsibilities
- · Direct the reporting and analytics function, delivering key metrics and reports accurately, timely, and insightfully.
- · Oversee the speech analytics function, using a blend of human, machine-assisted, and automated call listening to understand call drivers, outcomes, and pain points; recommend process improvements.
- · Develop and execute strategic plans to utilize data analytics and emerging technologies to improve business operations and customer service.
- · Supervise the development and deployment of advanced notification systems, sentiment analysis, multi-channel personalization, and conversational chatbots.
- · Foster a culture of data-driven decision making across the organization.
- · Collaborate with other business units and stakeholders to identify opportunities for process and technology improvements.
- · Stay informed of industry trends and advancements in technology and analytics.
- · Oversee SOX and operational testing, PPM development and reviews, to ensure Customer Care is complaint to all policies and procedures, including digital channels
- · Manage analytics and technology budget and resources effectively.
- · Hire, retain, and develop high-performing talent and leaders.
- · Maintain a supplier portfolio, negotiate, initiate, and oversee service contracts with external technology, analysis, and consulting service providers.
- · Engage with senior leaders, collaborate with stakeholders in IT, Supply Chain, Legal, Finance, Corporate Analytics, and Operating Companies.
- · Evaluate and ensure succession planning is in place by developing the internal team.
- · Partner with Finance to set Customer Care budget, Forecast PE, and report financial performance out to senior leaders
Minimum Requirements
· Proven experience in a similar role within a customer service or utility environment.
· Proficient in data analytics methodologies, tools, and applications.
· Excellent leadership and team management skills.
· Strong business acumen with the ability to translate data into actionable business insights.
· Excellent communication and presentation skills.
· Experience with Agile methodology, including creating product backlogs and roadmaps.
· Proficient in technical & consulting supplier management in both platforms and services. Experience scoping, sourcing, and managing services contracts and vendor engagements.
Minimum education required of the position
· Bachelor's degree in Business, Engineering, or related field or equivalent work experience.
Minimum experience required of the position
- Bachelor's Degree with a minimum of 10+ years of customer service or related business experience OR in lieu of degree, minimum 11+ years of customer service or related business experience is required.
· At least 10 years of experience leading a team of direct reports.
· At least 5 years managing a technology portfolio including both platforms and services.
· At least 5 years in a leadership role leading agile projects.
Entergy Corporation
639 Loyola Ave
New Orleans
Louisiana United States
www.entergy.com
