City of Kansas City

  • Workforce Manager (Administrative Officer)

  • City of Kansas City, MO
  • Kansas City, Missouri United States View Map
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Position available with the Water Department - Consumer Services Division
Location: 4800 E. 63rd St.
Salary: $4,711-$7,067 per month

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline: July 6, 2026

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What you'll do
  • Perform workforce forecasting, scheduling, and load balancing for the contact center to optimize service and quality levels while ensuring efficient use of resources
  • Maintain shrinkage models and staffing plans based on tenure, skill level, and performance trends.
  • Generate intra-daily, daily, weekly, monthly, and annual forecasts and compare actual results to forecasts
  • Identify improvement opportunities and recommend solutions to support service levels and control overtime costs.
  • Maintain and monitor call center statistics, including department-level metrics (ASA, abandonment rate, number of calls) and agent-level metrics (occupancy, adherence, average talk time, number of calls), and compile, analyze, and distribute performance data.
  • Perform real-time and daily management of call center operations by adjusting schedules, lunches, and breaks based on demand
  • Monitor real-time status, recommend changes and manage out-of-office requests, attendance calendars, and training schedules to maintain staffing levels.
  • Collaborate with business partners to improve resource utilization and service levels
  • Generate and distribute reports and present performance data
  • Support quality assurance efforts, training initiatives, and operational improvements.
What success looks like
  • Forecasts and staffing plans align closely with actual workload demand
  • Service levels are maintained while minimizing overtime costs
  • Real-time adjustments keep operations running smoothly
  • Performance data is accurate, timely, and used to improve outcomes
What you get
  • Opportunity to influence contact center performance and strategy
  • Growth in workforce management, analytics, and operations
Why this role matters
Contact center performance depends on having the right people in the right place at the right time. This role ensures resources are used effectively, service levels are met, and customers receive timely support.
What you'll bring
  • Strong analytical and problem-solving skills
  • Ability to work with data, forecasting, and reporting tools
  • Experience in scheduling, workforce planning, or operations coordination
  • Attention to detail and ability to manage multiple priorities
  • Ability to communicate insights clearly and collaborate across teams


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REQUIRES:
  • an accredited Bachelor's degree and 3 years of professional experience in business or public sector administration to include at least 2 years performing administrative and/or supervisory work involving more complex projects or programs
  • OR an equivalent combination of qualifying education and experience with at least 2 years performing administrative and/or supervisory work involving more complex projects or programs.
  • Preference given for Workforce Management experience.


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City of Kansas City

City of Kansas City

816-513-1903

Kansas City, Missouri is a growing, world-class community of just over 500,000 residents that serves as the central hub for a thriving bi-state, 18-county metropolitan area of 2.5 million residents. The City is governed by a 13-member City Council and Mayor that appoint a City Manager to oversee a municipal organization with over 4,000 employees, 16 departments, and a total annual operating and capital budget exceeding $1 billion. A diverse and culturally rich community located at the confluence of the Kansas and Missouri Rivers, KC is known for its long traditions as the home of spectacular BBQ, jazz, beautiful boulevards, fountains, and parks. Kansas City boasts celebrated cultural traditions including jazz; theater, and history, including the Negro Leagues Baseball Museum. Kansas City is also the proud home of professional sports teams including the Chiefs, Royals and Sporting KC, and has served as host of several NCAA tournaments over recent years. The City is generally recognized as one of the most livable cities in America and looks forward to showcasing our city on the national and world stage as host of the 2023 NFL Draft and the 2026 World Cup. The City of Kansas City, MO seeks to attract and retain a qualified and progressive workforce to provide high-quality services to Kansas City, MO residents and visitors.

The spirit of Kansas City, powered by its people From Super Bowl wins to revitalizing neighborhood spaces to reimagined transportation networks, the Kansas City spirit shines in the big moments, but also in the everyday work that moves our city forward. Behind every moment of pride are the people who plan, build, grow, and serve with heart. Here, you’ll help turn bold ideas into lasting impact for generations to come.EVP Pillars and Proof Points

The programs, culture, and people that make our EVP real:

We build what lasts. People come here to serve and stay because they see their impact live on. Every park, policy, and plan make Kansas City stronger for the next generation.We dream big. Working for Kansas City means shaping what’s bigger than any one person, and we rally together to make this city shine. From Super Bowl wins to the World Cup stage, it’s our people who make those moments possible.We grow together. Our city thrives when its people do. From tuition support to leadership programs, employees build meaningful careers here, in a city where opportunity, community, and quality of life can co-exist. We show up for each other. In Kansas City, teamwork comes with a true sense of belonging. Across departments and generations, people step up, lend a hand, and celebrate one another’s wins. It’s the kind of place where everyone looks out for their neighbors, at work and beyond.

Be a part of the team that helps run our great city. View our current opportunities under Careers or click here: www.kcmo.gov/jobs to apply today.

 

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