Customer Service Specialist
Dentsply Sirona
ERPSFDC
Director, Customer Service Operations
Iberdrola
full-time
Posted on:
Location Type: Office
Location: Connecticut, Maine, Massachusetts, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $159,000 - $199,000 per year
Job Level
Lead
About the role
- Lead the design and execution of short- and long-term workforce planning strategies to meet demand, reduce wait times, and optimize agent performance across internal and vendor teams.
- Monitor and analyze staffing models, forecast accuracy, scheduling efficiency, and real-time intraday performance.
- Partner with analytics teams to ensure data-driven decisions and continuous improvement in resource utilization.
- Oversee relationships with third-party customer service providers to ensure compliance with SLAs, quality standards, and regulatory requirements.
- Develop vendor governance structures, including scorecards, contract reviews, and escalation protocols.
- Drive alignment between vendor operations and Avangrid’s Customer Service, CX, and digital transformation goals.
- Ownership of the contact center external budget and lead the contact center vendor regulatory discussions to support rate case filings and hearings.
- Direct the end-to-end management of customer payment processing and remittance workflows across channels and jurisdictions, ensuring accuracy, security, and compliance.
- Identify and implement opportunities to modernize payment channels and enhance the customer billing experience.
- Travel required: approximately 20% across Avangrid service areas.
Requirements
- Bachelor’s degree in Business, Operations, or related field (Master’s preferred).
- 10+ years of leadership experience in customer operations, including workforce and vendor management.
- Proven success managing large-scale contact center operations and complex payment processes, ideally in a regulated industry.
- Strong understanding of utility industry requirements, including customer satisfaction metrics, regulatory compliance, and digital engagement.
- Excellent analytical, communication, and relationship management skills.
- Management of global contact center operations across multiple contact center vendors with business transformation experience. (Preferred)
Benefits
- At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
- If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com .
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce planningstaffing modelsforecast accuracyscheduling efficiencyvendor managementcustomer payment processingremittance workflowsregulatory compliancedata analysisbusiness transformation
Soft skills
leadershipcommunicationrelationship managementanalytical skillsstrategic thinkingproblem-solvingcollaborationnegotiationadaptabilitycustomer focus
