Manager IT Customer Contact Center

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

 

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

 

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Summary

The Manager of IT Customer Contact Center is responsible for the day-to-day operations of the technologies that enable customer facing advisors and departments to operate smoothly through automated phone systems (IVR), customer relationship management, analyzing customer behaviors, and other call center performance metrics.  They play a critical role in ensuring the efficiency, security, and reliability of our contact center operations.  The Manager will oversee the budget, vendor management, and talent management activities for their area.  They perform a lead role in the replacement and upgrade projects specific to the telephony technologies.  This position reports to the Director IT Customer Solutions, and collaborates closely with the business contact center team, managed services partners, and other IT staff.

Minimum Requirements

• BS in Computer Science, Business or related degree or equivalent work experience.

• An additional eight to ten (8-10) years progressively responsible related experience in area/s of assignment is required to obtain an advanced understanding of information and/or communication systems, operating systems, network communications, equipment and infrastructure.  

• Demonstrated leadership skills required.  

• Previous supervisory experience preferred.  

• Demonstrated high quality oral, written and presentation communication skills, high quality interpersonal and people management skills, and demonstrated experience in project management. 

Preferred Knowledge, Skills, or Qualifications

 

• Subject matter expertise with the following Contact Center technologies:

  • Cisco IVR, Dialer, and Enterprise Email & Chat

  • Virtual Hold Technologies

  • Workforce Optimization, Voice/Screen Recording, and Speech Analytics

  • Service Level Management

  • Customer Notifications

• Ability to understand the needs and values of Contact Center stakeholders and business processes and apply that understanding to educate and influence others

• Experience utilizing relationship management skills to work with business partners, vendor partners, and other IT staff to align on critical decisions

• Previous experience leading telephony and CRM project implementations

• Prior history of leading, coaching, and developing technical teams, preferably Contact Center technical teams

• Strong verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members at all levels and organizational leaders.

Major Accountabilities

1. Oversees the daily IT operations of Customer Contact Center technologies (telephony, IVR, Virtual Hold, etc…) including ensuring client assistance and 7 day per week/24 hours a day support for our systems consistent with Service Level Agreements

2. Ensures preferred technical architecture and business requirements are balanced to provide effective Contact Center systems solutions, sound architecture, and cross-system integration objectives

3. Resolves technical issues, recommends, and implements viable alternatives and solutions.

4. Maintains knowledge and understanding of business processes. Manages, negotiates, and meets clients’ expectations.

5. Develops unit level strategic plans that support corporate and IT plans.

6. Supports client planning process and prioritization for Contact Center technology implementation.

7. Ensures departmental costs remain within approved budget.

8. Oversees managed service agreements with outside vendors, including RFP and contract negotiation/management activities

9. Ensures appropriate s