Austin Energy Customer Service Staff Development Manager

7 days ago

Austin, Texas, United States City of Austin Full time
Job Summary

We are seeking a highly skilled and experienced Staff Development and Training Manager to join our team at Austin Energy. This is a Manager-level position that oversees training, facilitation, and content design programs within our Quality Management operations.

Key Responsibilities
  • Develop, implement, and evaluate comprehensive training programs for the AE Customer Service Center staff.
  • Manage the development of training manuals and employee information documents.
  • Design and develop methodologies for customer surveys and needs assessments to measure overall effectiveness.
  • Manage quality assurance monitoring and evaluation systems and staffing requirements.
  • Develop and ensure compliance with training guidelines, processes, and procedures.
  • Analyze customer survey and quality assurance data.
  • Develop strategic training goals and objectives.
Requirements
  • Graduation with a Bachelor's degree from an accredited college or university with major course work in Education, Business, Communications, or a related field, plus four years of related experience, including two years of experience in a supervisory capacity.
  • Experience may substitute for education up to four years.
Preferred Qualifications
  • Knowledge and experience in the utility sector, specifically metered services.
  • Ability to work on and lead a team of diverse people and differing work styles.
  • Experience with applying data analytics to identify, create, and implement programs to improve the customer experience, drive customer self-service, and ensure equity of program offerings.
  • Experience with leadership application of process improvement, change management, and employee development.
  • Strong business writing skills and experience developing correspondence in a variety of formats.
  • Experience with financial and technical system implementations and integrations.
  • Experience with graphic design programs.
What We Offer

As a Staff Development and Training Manager with Austin Energy, you will have the opportunity to work with a talented team of professionals who are dedicated to providing excellent customer service. We offer a competitive salary, a comprehensive benefits package, and opportunities for professional growth and development.

Please note that this position is considered FLSA Exempt and requires a criminal background investigation. The City of Austin is an equal opportunity employer and welcomes applications from diverse candidates.

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