Posting End Date:
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, Inc.-ESI (OLD)
JOB SUMMARY/PURPOSE: Provide local management, oversight, and leadership of a BPO (business process outsourcer), including site management. The vendor-operated contact center site is located inside or outside of Entergy service territory. Ensure that the cost and performance of vender site is optimized; minimize company exposure to financial and external risk through sound policies and business decisions. Uphold the highest ethical standards and ensure compliance with procedures, regulations and laws. Identify improvement opportunities within site operations. Maintain effective communication with all interfacing departments and senior management to ensure a unified company position. Manages day-to-day vendor performance meeting customer service objectives as evaluated by standardized system-level cost, quality, and customer satisfaction measures. Tracks contract compliance, oversees supplier quality assurance and quality control (“QAQC”) activities, and conducts independent evaluation, measurement and verification (“EM&V”) activities to validate supplier compliance with contractual term sakes critical, time-sensitive decisions and representations requiring Manager-level authority. Achieve cost reduction through process improvement, comprehensive contracts, contractor accountability, market analysis and commercial leverage. Approves overrides and variances to standard Company policies and procedures such as exceptions to standard credit policy, transfers of funds between customer accounts, and emergency dispatch of field personnel (“rolling trucks”). Authorizes expenditure of Company funds pursuant to supplier contracts in response to unplanned circumstances. Represents the business as necessary in situations such as litigation and escalation (regulatory complaints) involving the managed vendor site. Provides Company-specific leadership to assigned vendor site. Conducts leadership development with vendor supervisors, management, and staff; infusing both business acumen and utility-specific practical knowledge into vendor operations. Identifies and champions process improvement initiatives using techniques like LEAN and Six Sigma. As day-to-day point of contact with the vendor operations executive leadership, this position will identify opportunities to leverage BPO vendor partner capability. Finally, this position will identify and eliminate areas of tension that stand in the way of optimum vendor performance. This position is critical to developing, implementing, and managing a comprehensive site plan that aligns with Entergy’s service delivery strategy meeting the evolving needs of the business.
JOB DUTIES/RESPONSIBILITIES:
1. Vendor Partner Operations
2. Program Compliance
3. Vendor Site Reviews
4. Continuous Improvement Program Leadership
5. Operational Excellence
6. Executive Decision Making
MINIMUM REQUIREMENTS: Minimum education required of the position
Preferred education and experience required
Minimum knowledge, skills and abilities required of the position
Desired: Contact Center management, Knowledge of Process Improvement Techniques; Analytical Modeling Experience; Demonstrated Negotiating Skills.
Other Requirements: Some overnight Travel; Emergency Coverage Rotation; Unscheduled emergency support. Periodic international travel may be required.
#LI-MS1
|
Primary Location: Arkansas-Little Rock Arkansas : Little Rock
Job Function: Professional
FLSA Status: Mngmt
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 121147
Travel Percentage:Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.
EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.
Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency.
Pay Transparency Notice:
Pay Transparency Nondiscrimination Provision (dol.gov)
The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.
WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Job Segment:
Business Process, Compliance, Law, Performance Management, Lean Six Sigma, Management, Legal, Human Resources