DWM - Watershed Manager II (High Priority Team)

Posting expires: December 5, 2024

Salary range: $62,988 - $83,984

General Description and Classification Standards

Manages the group responsible for handling high-priority issues and inquiries with shortened request timelines on the Department's behalf. Responsible for periodic review of departmental internal control procedures. Reviews business processes to identify and recommend process improvements to increase the efficiency and/or accuracy of service requests.

Responsible for ensuring customer service meets the established Department standards. Monitors performance by measuring both quality and accuracy in our Department. Ensures that the group is handling inquiries from initiation to completion.

This is an experienced managerial level charged with responsibility for one or more activities within a department. The position manages a large group of employees, typically with intermediate supervisors, leads, or a smaller group of specialized professional employees. Areas of responsibility are generally unique within the department.

Supervision Received

This position may require you to work independently, and only report to the director when necessary, approvals, or other direction is required. The direction received is general and focuses more on long-term and short-term operating objectives, managerial effectiveness, and operating results. This level would be considered "middle" management.

Essential Duties & Responsibilities

These are typical responsibilities for this position and should not be construed as exclusive or all-inclusive. May perform other duties as assigned.

• Manage the escalations group of the High Priority Team (HPT)
• Produce monthly and weekly reports that show the status of all issues from the Commissioner’s office, Mayor’s office, Council requests, etc.
• Produce reports that show the status of the HPT escalations group workloads, including open, closed, pending issues, etc.
• Conduct team meetings, huddles, etc.
• Develop, implement, and update HPT internal processes
• Assist in training employees on systems and processes to include the creation of learning guides and other training materials for HPT escalations group
• Develop reports to track employees’ performance and coach employees when necessary
• Review and revise any non-successful in-house processes HPT escalations group
• Develop job aids to help simplify workflows/processes/DWM contacts
• Assist in creating, reviewing, and updating KAs and processes between CAST, ATL311, and other offices within DWM
• Collaborate with DWM offices to ensure that processes are adhering to City Ordinances and are efficient and effective

Knowledge, Skills & Abilities

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list. Knowledge of programming languages; knowledge of application framework, design pattern and method; knowledge of software databases (i.e. enQuesta, ServiceNow, etc.); extensive knowledge of managing escalations; advance knowledge of Microsoft Office suite along with a good understanding of relational databases and enQuesta; knowledge and understanding of technical jargon; knowledge of the law and the code of ordinances is required. Skilled in communicating verbally and in writing; good interpersonal and leadership skills. Ability to interact effectively with various personality styles and with upper departmental management or elected officials; ability to interpret laws, regulations, and guidelines; ability to establish and maintain effective working relationships with professional colleagues, employees, and representatives of other public agencies.

Minimum Qualifications - Education and Experience Bachelor's degree in business or related field). Five years of work experience in Customer Care with experience in resolving escalations.

Preferred Education & Experience

Master's degree in business or related field and 3 or more years of work experience in Customer Care with experience in resolving escalations in water and wastewater or utility industry.

Licensures and Certifications

None required.

Essential Capabilities and Work Environment Physical, lifting, and sensory capabilities are required to perform the job successfully. Typical environmental conditions associated with the job.



Closing Date/Time: 2024-12-05

• 

• City of Atlanta

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