Carefully read through the job description below. If you wish to apply, click the "Apply For This Position" link at the end of the page, and complete the application form on the next page. If you are a returning user, log in to retrieve and edit your information. If you have questions about this job, please submit your question through the "report a problem" feature. Please select "Employment Opportunity" as the type of problem and remember to reference the Position Title and Announcement Number in the "Description/Comments" text box. | Closing Date of Position: | Open Until Filled | | Pay Range: | Grade B: $98,419 - $164,031 | | Department: | Customer Service | Work Location: | 810 First Street, NE | | Tour of Duty: | 8:00 AM to 5:00 PM | Type of Appointment: | Regular Full Time | | Type of Position | Non-Union | Number of Positions: | One | | | Description of Duties: | The incumbent develops long term strategies for the department, in support of WASA’s strategic plan. Establishes policies regarding Customer Service and ensures that procedures are developed and implemented in support of such policies. Provides high level direction and supervision to managers overseeing the call center, emergency command center, billing collections, and meter operations. Manages staff to ensure call flow and order processing efficiency so that orders are handled in a timely manner and within budget. Develops relationships with WASA’s stakeholders comprised of members of the Board, key accounts customer groups, City Counsel, federal government and others. Participates in Board and Committee meetings, conferences with the General Manager, Chief financial Officer, other department heads, D.C. and federal officials on matters pertaining to the Authority and the Department. Develops and manages the annual departmental budget, including identification of and clear justification of key variances. Evaluate current reporting tools and performance measurements and make continuous improvements as needed. Perform cost-benefit analysis and identify cost efficiencies and savings opportunities. Responsible for the general review of complaints to determine if problems require change in regulations or special handling. Provides general guidance to the staff regarding system enhancements to automated meter reading, interactive voice response, ACD, work management, and the customer information system. Receives and resolves complex technical and public relations problems. Performs other duties and projects as assigned at the discretion of the AGM, Consumer Services. | | Minimum Qualifications: | Bachelor’s degree in Management or Information Technology from an accredited college or university and ten (10) years of progressive experience in managing and directing call center operations, emergency command center, billing collections, and meter operations, inclusive of five (5) years of managerial experience. Superior oral and written communication skills, presentation skills and interpersonal skills. Proficiency in Microsoft Office, call center applications, work-force management applications, quality tools and technologies, and other related Call Center software. | | Other Requirements: | - In the event that an offer is extended, the candidate will be required to successfully complete a pre-employment physical examination and drug screening.
- Incumbent serves as an essential employee, which means that the incumbent is required to work when the Authority has closed due to public emergencies, critical or hazardous conditions, or inclement weather.
| | | Contact Person: | Derek Jones | First Screening
Date: | March 10, 2008 | |
A Drug Free Workplace º An Equal Opportunity Employer º A Non-Smoking Work Environment |
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