Contact Center Manager (Utility Manager)

  • City of Kansas City, MO
  • Kansas City, Missouri
  • Sep 18, 2019
Full Time Administration and Management Utilities

Job Description

Full-time position available with KC Water Consumer Services Division located at 4800 E. 63rd Street.
Salary Range: $4,945-$10,581/month
Normal Work Days/Hours: Monday-Friday, 8:00 A.M. to 5:00 P.M.
Application Deadline Date: Open Until Filled

*Employees who hold the exact position title, have successfully completed their 6-month probationary period, and wish to be considered for a lateral transfer into the posted position, must contact the department directly. All others interested must submit an application to be considered for this posted Job Opening.


Responsibilities

KC Water provides water, waste water and storm water services for approximately 170,000 households in Kansas City. This position is responsible for directing and overseeing all contact center operational activities ensuring adherence to established ordinances, policies, procedures and the collective bargaining agreement while ensuring timely and accurate service delivery to our customers. Provides oversight of all contact center systems including the Customer Information System, Interactive Voice Response, and phone system and workforce management tool. Oversees the hiring, on boarding and performance management of the contact center staff. Ensures necessary changes in staffing are made based on day of week, other anticipated events, and call volume data. Monitors productivity of customer service representatives and generates reports. Reviews system data to monitor key performance indicators against targets such as the call abandonment rate, average speed to answer, quality scores and service level. Routinely monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective actions to address customer issues and handles escalated customer complaints when necessary. Ensures information is entered into call center system to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Determines work procedures, prepares work schedules, and expedites workflow. Studies and standardizes procedures to improve operational efficiency. Maintains harmony among workers and resolves grievances. Prepares composite reports from individual reports by subordinates.


Qualifications

REQUIRES an accredited Bachelor's degree and 5 years of progressively responsible, professional experience in business or public sector administration, with a least 3 years at the management level; OR an equivalent combination of qualifying education and experience. Preference given to applicants with comprehensive customer service industry knowledge with at least 5 years of progressive management responsibilities in a contact center environment, as well as experience in the utility industry.


Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

QUESTIONS REGARDING AVIATION POSITIONS SHOULD BE DIRECTED TO THE AVIATION DEPARTMENT AT 816-243-3010.

POSITIONS POSTED FOR THE WATER SERVICES DEPARTMENT ARE FOR THE WATER SERVICES DEPARTMENT ONLY . QUESTIONS REGARDING THESE POSITIONS SHOULD BE DIRECTED TO 816-513-0253.

IF YOU SEE THE SAME POSITION TITLE POSTED FOR A DIFFERENT DEPARTMENT, YOU MUST SUBMIT A SEPARATE APPLICATION TO BE CONSIDERED BY THE OTHER CITY DEPARTMENT.

The evaluation of applications is based only on the information submitted by the application deadline. Therefore, in order to have your application properly considered, you should include all relevant dates, i.e., attendance at educational institutions, date degree(s) conferred, etc. Further, you should provide detailed description of relevant work experience/dates, including months/years of employment. Failure to submit a completed application may eliminate you from the selection process. Resumes may be filed to determine eligibility, but an official City application must be completed prior to appointment.

For positions requiring college education as part of the minimum requirement and/or an equivalency, the minimum education requirement is high school graduation. The requirement of "high school graduation" also includes the state-issued GED certificate.

For positions that require an accredited degree, qualifying professional, responsible experience must be obtained AFTER receipt of the accredited degree.

Unless otherwise stated, the requirement of "an accredited" degree includes only those degrees obtained from colleges or universities listed with the U. S. Department of Education and recognized by the U.S. Secretary of Education.

If claiming military veterans preference points, you must attach a copy of your DD-214 or other qualifying documents prior to the application deadline.

Applications submitted in person or by USPS mail must be received by the published Application Deadline, 5:00P.M., C.T. Applications submitted by FAX or online must be received by the published Application Deadline, midnight, C.T.

All positions require successful completion of a pre-employment criminal history/background check. Non-residents, if appointed, must establish residency within the city limits of Kansas City, MO within nine months.

The City of KCMO is an equal opportunity employer committed to a diverse workforce. EOE.

POLICY OF NON DISCRIMINATION ON THE BASIS OF DISABILITY
The City of KCMO does not discriminate on the basis of disability in the admission or access to, or treatment or employment in, its programs or activities. Any applicant requiring an accommodation should contact the KC Water Human Resources Division at (816) 513-0253.