Customer Service Representative, Workforce Coordinator

Position Description

The Customer Services section of Tacoma Public Utilities is establishing a list for Customer Service Representative, Workforce Coordinator.

This position will, under limited supervision, perform technical customer service duties and workforce coordination. This role is pivotal in optimizing workforce efficiency by managing scheduling, forecasting, and staffing levels. Responsibilities will include utilizing data in developing and maintaining accurate workforce forecasts, ensuring adequate staffing to meet service level agreements, and implementing efficient scheduling practices. Collaborating closely with management, this position will analyze historical data to make informed decisions regarding staffing requirements and proactively address any challenges in the contact center environment.

The ideal candidate will possess strong analytical skills, a deep understanding of workforce management principles, experience running and analyzing canned and ad hoc reports, and the ability to adapt quickly to changing workload demands. As a Workforce Coordinator, you will contribute to a positive work culture by fostering effective communication and collaboration among team members. Your role will be instrumental in maintaining high-quality customer service through strategic staffing decisions and continuous improvement initiatives. If you thrive in a fast-paced environment, excel in data-driven decision-making, and are passionate about optimizing workforce performance, we invite you to apply for this exciting opportunity in our contact center.

ESSENTIAL DUTIES

• Generate and report on long-term forecasts of workload.
• Provide clear and actionable report outs on Intraday staffing (IDP) overages and shortfalls.
• Proactively adjust working hours of staff as needed, to include but not limited to, increasing or decreasing employee's guaranteed hours, changing staff schedules through shift bids, posting overtime and offering unpaid voluntary early dismissal (VTO).
• Schedule Customer Service staffing to meet forecasted customer call volumes, billing exception cases and customer emails. Reschedule assignments and priorities to compensate for coworkers' absences or real time conditions.
• Monitor real time and cumulative, segmented call volumes and ensure staff are skilled appropriately in the Automated Call Distributor (ACD) to balance staffing availability with real time call loads. Monitor daily performance of staff to ensure adherence to schedules.
• Research, analyze, review, investigate and resolve complex customer billing or process issues. Provide research, compile data, and provide recommendations in regard to utility account issues and complex customer assignments, such as database and spreadsheets.
• Perform technical analysis and skill to formulate functional resolutions for complex billing issues using SAP, Revenue Collector, Trust Commerce Microsoft Office Excel, OpenScape, Verint, and other work computer software. Track, evaluate, report and develop counter measures as needed for offline work backlogs.
• Maintain adherence to all department policies and procedures. Ensure employee confidentiality and security are maintained.
• Federal, State and local laws, in addition to union contracts, must be considered, understood and observed due to their impact on staff scheduling and operations (FMLA, MPSL, Washington State Break laws, etc.)
• Assist in developing procedures, establishing standards, and distributing information. Provide documentation and technical direction for office processes and procedures, recommend and/or develop appropriate office policies, procedures and guidelines that support other City of Tacoma or Utility Departments, City, State and Government Policies, procedures, codes, rules and regulations.

Qualifications

• Graduation from high school or equivalent
• Two years of customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations
• Previous experience with workforce management software preferred
• Proficient experience using Excel including creating pivot tables, report merging, and visual representation of data preferred

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration.

Reference checks will be conducted on final candidates. Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 3/5/2025 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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