Mgr Customer Contact Operations

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Date: Jun 26, 2025

Location: San Antonio, TX, US, 78205

Company: CPS Energy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

 

Deadline to apply: July 4, 2025

Pay Grade

16

Position Summary

Manager Customer Contact Operations manages a team of contact center supervisors directly and directs their activities to achieve Customer Service targets and goals. Monitors team performance to ensure customer contact (call center and walk-in areas) goals are met and that both call center and walk-in center quality and training efforts are supported. Analyzes, develops, and implements processes for Customer Contact, as well as facilitating work plans. Serves as the liaison between business operations and the technical departments that support Customer Contact. Develops and maintains a positive team environment by providing high support, visibility, and accessibility.
 

Tasks and Responsibilities

  • Manages a team of contact center supervisors directly and directs their activities to achieve contact center targets and goals.
  • Develops and supervises a team of supervisors and prepares performance expectations.
  • Monitors team performance to ensure customer contact (contact center and walk-in areas) goals are met and that both contact center and walk-in center quality and training efforts are supported.
  • Manages performance and budgeting accruals for customer service-related service contracts.
  • Shapes annual operational budget and oversees spending to remain within departmental and enterprise financial goals.
  • Responsible for ensuring appropriate staffing at all times to meet required Customer Service availability on a 24/7 basis, including increased staffing requirements during unplanned emergency events (e.g., electrical outages and gas leaks).
  • Develops strategic staffing and contingency plans while managing tactical performance during weather events of differing severity.
  • Coordinates continued Customer Service availability during regular IT maintenance windows.
  • Develops training materials and manuals for new and existing processes and delivers training in partnership with the Employee Development team.
  • Handling and de-escalation of high-level customer complaints.
  • Develops, manages, monitors, and administers peak season retention/incentive program.
  • Participates in rotational call duty schedule to ensure 24/7 leadership coverage for various emergency events.
  • Identifies, recommends, and supports the implementation of various programs to improve Customer Contact processes.
  • Writes and conducts performance evaluations, makes employment decisions, and sets performance goals and targets for assigned teams.
  • Remains involved in developing internal programs to increase quality, improve productivity, and improve performance and revenue growth.
  • Analyzes, develops, and implements Customer Contact processes and facilitates work plans.
  • Identifies critical needs of the business, prepares and presents solutions, and implements initiatives through completion.
  • Serves as project lead involving various programs. Establishes guidelines and sets action plans in place. Documents projects from start to finish for final review.
  • Effectively communicates Customer Contact initiatives to management staff and employees.
  • Develops contact center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Performs other duties as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
Familiarity with a variety of office equipment, standard software packages, and application and use of personal computers, including the Microsoft Office suite of products.
Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.
May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.
Incumbent must be able to support operations open on weekends and evenings. All employees must be willing to work all shifts, overtime, holidays, and emergency shifts as required.
Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills, and time management skills to ensure that work-related activities are completed accurately and timely.
Experience in contact center operations with a strong understanding of metrics, forecasting, and call flows.

Preferred Qualifications

  • Experience managing large, complex teams 
  • Experience in the Utility industry
  • Proficient in SAP with navigation of different SAP modules

Competencies

Driving Projects to Completion
Managing Performance
Delegating Responsibility
Championing Customer Needs
Developing Plans
Communicates Effectively

Minimum Education

Bachelor's Degree in Business Administration or related field from an accredited university or related experience

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.
Ability to travel to and from client meetings, training sessions and other business related events. After hours work may be required.

Physical Demands

Office Environment

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.


Nearest Major Market: San Antonio
Job Segment: Power Plant Operator, Power Plant, Operations Manager, Testing, Employee Relations, Energy, Operations, Technology, Human Resources

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