Utilities Field Operations Supervisor

4 weeks ago

Charlotte, North Carolina, United States City of Charlotte Full time

Job Summary

We are seeking a highly skilled Utilities Field Operations Supervisor to join our team at the City of Charlotte. As a Utilities Field Operations Supervisor, you will be responsible for coordinating and supervising the daily field customer service operations associated with assigned work zones. This includes front-line supervision, scheduling activities for field teams and direct reports, assisting teams in workload, monitoring service order completion and productivity, taking corrective action to improve job performance, providing training and coaching, reviewing and preparing performance appraisals, providing recognition and disciplinary action, performing and reporting on routine quality assurance processes, and providing complete resolution to customer escalation complaints regarding their water meter performance.

Key Responsibilities

  • Develop and maintain work schedules to meet workload volumes and productivity targets.
  • Responsible for ensuring work is distributed and completed within the CSD guidelines.
  • Provides direct supervision, guidance and direction for team leaders.
  • Routinely analyzes work data and prepares performance and productivity reports.
  • Establishes and maintains quality control assurances in work order completion.
  • Conducts field investigations to provide resolution to escalated customer complaints related to water meter equipment, escalated high bill resolutions, and correlated matters.
  • Continually evaluates work tasks for improved efficiencies and cost reduction.
  • Develops, documents, implements and maintains Standard Operation Practices (SOPs).
  • Assists in the recruitment and hiring of new employees.
  • Leads and directs the training for all customer service field employees.
  • Monitors operations for proper utilization of City equipment, materials and supplies.
  • Ensures continuous accountability on work activities by staff on all mobile software processes and provides coaching and additional training for compliance of policies and procedures.
  • Responsible for communicating and implementing procedures and/or policy changes.
  • Performs support functions in absence of Operations Supervisor.
  • And other duties as assigned.

Requirements

  • High School diploma and 5 years of progressively expanded utilities related experience.
  • Requires a 2-year degree with 3 years of comparable work experience.
  • Valid driver's license with an acceptable driving record.
  • Desires AWWA Meter Technician Certification.

Salary

$69,472.00 - $77,191.00 Commensurate with Experience

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Please note that all job offers are contingent upon an applicant successfully passing a new hire background check and drug screening. If an applicant does not pass the background screening, the offer will be rescinded. The City of Charlotte is an Equal Opportunity Employer.

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