Customer Care Services Director - 311 Call Center

Job Description:

Customer Care Services Director - 311 Call Center

Description

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
• Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.

Licenses and Certifications Required:
None.
Notes to Applicants
Position Description:
Under nominal direction, the Customer Care Services Director provides senior-level leadership for staff and programs related to the City of Austin’s 311 information call center. The City of Austin’s 311 Call Center operates 24/7 365 days a year.
Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Assessments:

• Your skill level in some of the competency areas for this job may be assessed through skills testing.
• Candidates moving forward in the interview process will receive information and instructions for preparing a short presentation to be given as part of the interview process.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

Travel:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.

Pay Range
Commensurate

Hours
Monday - Friday,
8:00 a.m. - 5:00 p.m.

• Work hours may include after hours, holidays, and weekends.
• Employee may be required to work additional hours outside of regular work schedule.

Job Close Date 11/25/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin, Texas 78723 Preferred Qualifications
Experience at Director level managing and directing all aspects of a high volume 24×7 contact center operations with 100 seats+

Experience in root-cause analysis and application of ISO or other problem solving methodologies such as Lean Six-Sigma.

Experience customer facing operations for government services such as 311 city services.

Experience working with Customer Relationship Management systems, call center software, and implementation of new technologies to improve service delivery.

Ability to travel to multiple work locations.
Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Provides strategic management oversight, leadership, and accountability for customer-facing assigned departments. Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” for integrated services, systems, and programs. Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas. Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project ( CIP ) budgets and responds to any deviations from the approved cost/timeline and milestone activities. Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations. Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors. Bears responsibility for service-level agreements with other City of Austin departments and fosters positive interdepartmental relationships. Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships. Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures. Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategy for increasing customer experience and operational efficiency. Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery. Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

Responsibilities- Supervision 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 quality improvement and project management methodologies.
• Knowledge of Program Innovation and Operational Maintenance.
• Knowledge of fiscal planning, budget preparation, and presentation.
• Knowledge of applicable Federal, State, Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in effectively resolving customer/citizen escalations.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation, and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to manage contact center based operations and use whole array of customer contacts, calls portals, emails, outreach communications, and more.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively communicate, both orally and written.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity. Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience. Do you meet these minimum qualifications?

• Yes
• No

* Please describe how you meet the minimum qualifications referenced above. Detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
* Describe your experience working in a Government/Municipal Contact Center (i.e. 311, Austin Energy).
(Open Ended Question)
* Describe your customer service call center experience and the number of years.
(Open Ended Question)
* Which statement best describes the largest number of direct and indirect employees you have managed?

• None
• Fewer than 25
• Between 25 and 60
• Between 60 and 100
• Between 100 and 125
• More than 125

* Describe your experience in using problem solving methodologies such as Lean Six Sigma, root cause analysis, etc. to improve performance metrics.
(Open Ended Question)
* What is the largest O&M and Capital budget you have developed and managed? Define your strategic planning role.
(Open Ended Question)
* Please describe in concise detail your experience handling customer escalations. Be sure to include job title(s), your role, and job duties.
(Open Ended Question)
* Please describe your experience making presentations and answering questions in front of citizens, boards, commissions or government councils and/or media.
(Open Ended Question)
* This position is classified as an "essential" position, meaning you will be required to work during holidays and bad weather (ice storms, flooding, etc.) when the City is otherwise closed. Will you be able to work this kind of schedule?

• Yes
• No

* Do you have the ability to travel to multiple work sites throughout the work day?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents