Manager, Quality and Performance Managment

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Summary

We’re looking for innovative Customer Service leaders who are relentless about keeping customers at the forefront to deliver exceptional experiences, and who are motivated to find concrete solutions to complex problems. If this sounds like you, we want you to join us as a Manager in our Customer Service Quality and Performance Management team at our Tualatin Customer Service Campus.  This is a big challenge and we’re up for it – are you?

About the role

This role is a unique opportunity to shape the success of our entire customer service organization and requires collaboration across all lines of business to achieve organizational goals. As the manager of this department, you’ll drive efficiency and excellence by forecasting and scheduling resources, ensuring teams have the right resources where they are needed. You'll play a crucial role in enhancing customer interactions through quality monitoring and process documentation while maintaining our knowledge base. Additionally, you’ll help develop and deliver impactful learning content, directly influencing employee growth and customer satisfaction. If you’re passionate about optimizing operations and improving customer experience, this role offers the chance to make a lasting impact.

Key Job Information

Manager, Customer Service 6450

Grade 9

Career Level: M2

Responsibilities

• General Management Oversees a team of supervisors and/or professional employees responsible for customer service activities (examples may include quality assurance, workforce management, residential call teams, specialty contact center teams), ensuring that objectives are met and all relevant standards/procedures are followed; ensures that operational problems are identified and resolved; ensures that operational procedures and working practices are current and fit for the purpose; ensures compliance with all relevant laws, regulations and policies.
• Strategy and Planning Develops and implements overall strategy and vision for teams; oversees collaboration with other departments to ensure overall delivery of positive customer experience; oversees development scorecard metrics for teams; develops and implements plans to facilitate employee engagement.
• Program Management Depending on area(s) assigned, may manage or oversee overall program design and overall program management, ensuring programs meet corporate and departmental goals and adapting programs to meet emerging needs; ensures programs align to one another and processes integrate.
• Internal Collaboration Advocates, influences and implements operational enhancements; facilitates discussions with the company’s leadership team in setting key performance indicators for Customer Service; and provides consultation on goal setting and continuous improvement activities.
• Research and Special Projects Oversees customer-service-related initiatives and special projects; assigns subject matter experts to cross-functional projects; may oversee or conduct investigation of employee issues or research and resolve complex employee issues; oversees or manages development and implementation of initiatives to improve operating performance, efficiency or delivery of positive customer experience.
• Vendor Management May oversee vendor selection, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues.
• Financial Management Monitors and manages expenditures, ensuring that all financial targets are met, and examines any areas where budgets/expenditures vary from plan; assists with the definition and operation of effective financial controls and decision making.
• Resourcing Oversees resourcing decisions and planning for team; partners with HR in the definition of jobs, recruitment, evaluation and selection processes.
• Professional Development Reviews organizational development needs and training strategies to determine required learning and development outcomes for the team; provides guidance in the creation of development plans; monitors ongoing progress a