Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of the Michigan's 10 million residents in all 68 Lower Peninsula counties.
DEPARTMENT SUMMARY
The Customer Experience Delivery department is looking for a Business Support Consultant I to join the Policy, Methods and Contact Center Support (PMCCS) team. The PMCCS team is responsible for service delivery execution, providing guidance on policies, and developing communications to ensure consistency. The position requires the ability to work independently. The team is responsible for partnering with other departments across the enterprise to improve the process for our customers, both internally and externally. The PMCCS team ensures that the Contact Center has all the necessary support they need to serve our customers with a variety of issues ranging from billing inquiries, service requests, payment plans and many other issues.This role will plan develop, monitor, write communications, develop job aids and provide support to newly hired CSRs. In addition this team analyzes data and identifies trends and provide countermeasures to assist the contact center moving to first quartile in First Call Resolution.
JOB DESCRIPTION/RESPONSIBILITIES
•Analyze and prioritize new issues and enhancements
•Facilitate the development, documentation of processes, procedures, job aids standards, guidelines, for the contact center
•Monitor key performance indicators and consult with business partners for lessons learned and countermeasures
•Problem solve and develop recommendations to help drive improvements in contact center performance
•Participate in various cross functional teams to resolve or enhance processes across the enterprise
•Stay abreast of industry and process best practices
•Mange change management process
This position can be filled at any of the 5 contact center locations. Lansing, Royal Oak, Saginaw, Grand Rapids or Alma.
REQUIREMENTS/QUALIFICIATIONS
•At least 1 year of applicable experience
•Bachelor's Degree in business or related field. Less than a Bachelor's degree may be considered if accompanied by extensive industry or company experience.
The following skills will set you apart from others:
•Project Management Experience
•Six Segma Certification
•Must be able to communicate verbally and in writing with all level
•Proficient in PowerPoint and presentation skills
This position will be filled at the level commensurate with the selected candidate's skills and education using the Business Support Job Family
Essential Functions:
Business Support Consultants support the planning, business analysis, general management, budget preparations and analysis, negotiations, transactions, customer services and auditing of a wide variety of business functions and processes of specific operating and support areas throughout the Company. Duties and who this individual reports to will fluctuate between projects, departments and offices. Lead and/or assist with business analysis and support for the plans, reports, impacts, contracts, schedules, estimates, data collection, observations, and field investigations. Provide business analysis and support services with accuracy, on time and under budget. Use computer assisted applications software and equipment to prepare business analysis support documents. Understand and follow Company established standard procedures for file structure and standard procedures for projects. Become familiar with business and department and Company plans and related material for each project and be able to utilize the information appropriately. Assists in client contact and communication. Utilize effective communication skills to answer inquiries from coworkers, clients, or the public. Public involvement may include producing reports, graphics, presentations, and other visual material as well as occasional speaking or meeting with stakeholders. Attend internal and external meetings. Provide business analysis and support services in a legal and ethical manner.
Hours and Travel:
This position requires the individual work 40 to 45 hours per week with 90% of time spent in the office or specific field locations. This position may require the ability to travel between field... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, , orientation, gender identity or national origin.
