Call Center Manager

Purpose:

This position is responsible for management of the day-to-day operations of City of Richmond DPU s (CoR-DPU) Customer Experience / Call Center Operations.

Duties, Functions and Responsibilities:

Essential duties and functions may include the following. Other related duties may be assigned.

1. Assists in the development, implementation, and evaluation of programs and activities related to the operation of the City of Richmond DPU Customer Experience / Call Center, such as Customer Service Center for Dispatch Services, Customer Account Relationships, or Key Accounts.
2. Maintains appropriate staffing levels and scheduling to uphold timely and efficient customer service operations for CoR-DPU customers.
3. Plans, deploys, manages, and ensures service requests, work orders, asset management, and information systems are in compliance with regulatory requirements.
4. Recommends and reviews activities of the "Best-in-Class" customer service centers.
5. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide enhanced and seamless customer service, including resolution of customer account escalations.
6. Evaluates new technology and methods for possible inclusion in CoR-DPU s customer service function.
7. Complies with training guidelines, processes, and procedures.
8. Analyzes customer survey and quality assurance data.
9. Assists in the development of strategic goals and objectives with A CoR-DPU s Operations Manager for Customer Experience.
10. Manages activities including the development, monitoring, and tracking of division budget expenditures; reviews and approves account documentation.
11. Is responsible for creating a culture that supports customer service, daily operations, and customer service delivery; promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.

Responsibilities - Supervisor and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of customer service operations, techniques, and processes.
• Knowledge of the areas of industry and municipal utility Customer Care, including high volume customer service center operations.
• Knowledge of utility billing practices.
• Knowledge of utility industry and business operations.
• Knowledge of Local, State, and Federal laws, regulations, and ordinances affecting the utility.
• Knowledge of budgeting methods and systems.
• Skill in creating customer value and addressing evolving customer needs.
• Skill in communicating orally and in writing.
• Skill in managing a twenty-four-hour operation.
• Skill in identifying and assessing potential process improvements.
• Ability to establish and maintain professional relationships with internal and external customers.
• Ability to understand and explain industry trends, processes, and procedures.
• Ability to manage multiple programs, projects, and tasks.
• Ability to use an equity lens and framework to create inclusive, diverse, and safe workplaces and community programs.
• Ability to manage diversity, understand inclusion, and work with diverse communities and populations.
• Ability to develop, implement and administer, goals, objectives, and procedures for providing effective and efficient services.

Minimum Qualifications:

• Graduation with a Bachelor's degree from an accredited college or university in Business or a related field, plus four (4) years of related experience,
• including two (2) years of experience which were in a supervisory capacity.
• One (1) additional year of related experience may substitute for one (1) year of the required education up to a maximum of four (4) years substitution.