Chris Osbon
- Role
- Manager, Customer Center Operations at Entergy
- Location
- West Monroe, LA, US
- LinkedIn followers
- 500 followers
Experience
Manager, Customer Center Operations
Dec 2022 — Present
Provide leadership and oversight of the West Monroe Contact Center. Ensure operational excellence is achieved using site specific data analysis. Develop, track, analyze, and report performance results for the Contact Center, drivers, and associated action plans. Participate in the collection and delivery of data for industry benchmarking surveys, including identification of industry best practices. Evaluate various operations/performance reports to identify trends and develop/implement operational improvements to improve efficiency and productivity of the center. Manage performance reports and dashboards and work queues to meet and exceed set goals for customer satisfaction and company financial targets. Oversees activities related to contact center operations including ensuring the delivery of a consistent and high-quality customer experience, creating operational strategy and implementing plans to meet changing customer expectations through continues improvement initiatives. Work closely with other company departments to ensure compliance with all policy, rules and regulations, resolve conflicts between work groups and take accountability of performance results for the contact center. In addition, ensure compliance with all Jurisdictional and Regulatory Guidelines for Call Center operations within the Entergy Service territory. Delivers storm/crisis response to meet service and communication needs of customers through multiple contact channels. Responsible for employee development at all levels withing the Contact Center. Oversee the review, investigation, and resolution of complex inquiries regarding customer services and issues.
Skills
- Access
- Automation
- Financial Analysis
- Finance
- Analysis
- Credit
- Microsoft Access
- Energy
- Program Management
- Risk Management
- Call Center
- Sap
- Forecasting
- Accounting
- Sarbanes-Oxley Act
- Call Centers
- Business Analysis
- Customer Service
- Business Process Improvement
- Management
- Process Improvement
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