Customer Service Staff Development Manager

2 weeks ago

Austin, United States City of Austin Full time $45 - $59

Minimum Qualifications

Education and/or Equivalent Experience:

  • Graduation with a Bachelor’s degree from an accredited college or university with major course work in Education, Business, Communications, or in a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.
  • Experience may substitute for education up to four (4) years.

Licenses and Certifications Required: None.

Notes to Applicants:

This Manager-level position oversees City of Austin Utilities training, facilitation and content design programs within our Quality Management operations. 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.

  • 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.

Assessments:

  • Skills assessment may be used to determine selection for interview process after initial applicant review.

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.

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

Work Schedule:

  • This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
  • 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.

Preferred Qualifications:

  • Knowledge and experience in 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.

Duties, Functions and Responsibilities:

  • Develops, implements, and evaluates effectiveness of comprehensive training programs for the AE Customer Service Center staff.
  • Manages development of training manual and employee information documents.
  • Manages the design and develops methodology customer surveys and needs assessments to measure overall effectiveness.
  • Manages quality assurance monitoring and evaluation system and staffing requirements.
  • Develops and ensures compliance with training guidelines, processes, and procedures.
  • Analyzes customer survey and quality assurance data.
  • Develops strategic training goals and objectives.

Responsibilities - Supervision and/or Leadership Exercised: Responsible for the full range of supervisory activities including selection, training, evaluation, counselling, and recommendation for dismissal.

Knowledge, Skills and Abilities:

  • Knowledge of basic survey methodologies and statistics.
  • Knowledge of utility industry and business operations.
  • Knowledge of adult education learning techniques.
  • Knowledge of City practices, policies, and procedures.
  • Knowledge of supervisory and managerial techniques and principles.
  • Skill in developing and delivering training programs and presentations.
  • Skill in creative writing and visual graphics design ability.
  • Skill in oral and written communications.
  • Skill in visual graphics design.
  • Skill in developing and delivering training programs and presentations.
  • Skill in handling hostile conflict and uncertain situations.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in using computers and related software applications.
  • Skill in data analysis and problem solving.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to train others.
  • 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.

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