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Director, Contact Center at LUMA Energy - ApplyBlast

Director, Contact Center

LUMA Energy

4 months ago

3.7 on Glassdoor

Santurce

Hybrid

Full Time

Senior

0 applicants

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About this role

A Senior Contact Center Leadership role at LUMA Energy that defines and drives customer experience requirements across remote service channels. The position partners with technical teams to enhance digital platforms while optimizing operational excellence, service levels, and strategic alignment within budget constraints.

Responsibilities

Lead ongoing optimization and operational excellence of contact centers across multiple channels
Partner with executives to refine long-range customer experience strategies
Monitor and enhance operational service levels, quality performance, and reporting tools
Develop and guide leadership teams through coaching and capability-building initiatives
Lead division-wide budget planning, forecasting, and high-level resource allocation

Skills

Qualifications

Bachelor's degree in Business AdministrationValid Driver's License

About LUMA Energy

lumapr.com

Headquarters

Puerto Rico, Puerto Rico

Company Size

1001-5000 employees

Founded

2020

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LUMA Energy is Puerto Rico's electric power transmission and distribution operator, providing safe, reliable electricity service to residential, commercial, and industrial customers across the island. The company manages the electrical grid, handles service requests, and drives the modernization and transformation of Puerto Rico's power infrastructure. LUMA also promotes renewable energy programs and smart meter initiatives as part of its commitment to building a stronger energy future for Puerto Rico.