KC Water provides water, wastewater and stormwater 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.
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 will be given to applicants with comprehension customer service industry knowledge, as well as 5-7 years of progressive management responsibilities in a contact center environment. Experience in the utility industry is highly desirable.