Contact Center Supervisor I (UAR Supv)

Contact Center Supervisor (UAR Supervisor I)

Seattle Public Utilities' (SPU) Customer Care Division is seeking an experienced Contact Center Supervisor for the Utility Contact Center who can thrive in a fast-paced environment utilizing their critical thinking and leadership abilities.

This position requires the successful candidate to work onsite from Monday to Friday and will have high probability of being required to work the closing shifts (9 : 10 am- 6 : 10 pm). Teleworking options are not available. An essential function of this role is the ability to respond to after-hours emergencies. Accordingly, the successful candidate must be able to commute to the office within one hour, as needed.

Are you a supervisor who's experienced in inspiring and leading virtual teams to deliver top-notch customer service? Love being the spark for creative change and guiding your team through it? We're on the hunt for an experienced supervisor who's not just great at driving change but also thrives on being the change. If you're a proactive, independent, and skilled supervisor who excels at starting and working on projects and initiatives, we'd love to hear from you!

We're also looking for a supervisor who thrives in a digital-first environment and gets excited about using technology to make work easier, smarter, and more connected. In this role, you'll be the go-to person who can confidently navigate modern toolswhether that's helping staff troubleshoot simple application or computer issues remotely, organizing information through SharePoint, creating clean and compelling materials in PowerPoint, or using Excel to make data meaningful. As SPU continues to modernize and move more of our systems online, this is a great opportunity for someone who enjoys learning new tools, shaping how we use technology, and helping staff feel empowered along the way.

The Customer Care Division is a metrics driven team committed to delivering world class customer service and ensuring outstanding customer satisfaction. The Contact Center Supervisor will lead a team of 10-15 Contact Center Representatives but is also responsible for helping to support all 80+ Contact Center Representatives alongside other supervisors.

This leader is responsible for meeting performance metrics, ensuring their team's reliable attendance, and delivering outstanding customer service for both SPU and Seattle City Light (SCL) customers. The Contact Center Supervisor will report to the Contact Center Operations Manager.

About Seattle Public Utilities : Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage / recycling / compost. SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring, and promotional opportunities.

Job Responsibilities :

• Ensure continuous process improvements throughout the division while providing leadership, direction, and motivation to staff.
• Identify development needs for staff using quality assurance systems and activity reports to manage performance metrics and address needs through coaching and individual training plans.
• Monitor calls to ensure customer satisfaction, confirm proper diagnosis of customer concerns / inquiries, and determine a direct and thorough path to resolution.
• Provide directions to team members in handling difficult or complex escalated customer inquiries.
• Respond to more complex customer issues and provide information regarding policies and business practices to customers and other City departments for electricity, water, solid waste, wastewater, and drainage utilities.
• Coordinate with workforce management and other Contact Center Supervisors to ensure adequate staffing.
• Provide emergency on-call response and open the Contact Center as requested by Seattle City Light to handle customer calls during power outages, which may require working overtime and / or weekends; handle other duty and backup duty responsibilities.
• Provide information and referrals concerning utility programs and services.

Qualifications :

Experience : Four (4) years progressively responsible collection and billing, administrative and analytical work. The experience should provide a background in problem resolution, including one (1) year of lead or supervisory experience.

Education / Experience Equivalency : Other combinations of appropriate education, training, certification and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.

The Ideal Candidate has :

As part of the application process, please include a cover letter and resume with your application describing how your education and / or experience meet the qualifications for this position. In your cover letter, please address the following questions :

Failure to include your resume, cover letter, and answers to the supplemental questions will result in your application not being considered.

The full salary range for this position is $44.34 - $51.90 per hour.

For more information regarding this recruitment, please contact : Danielle Sheridan at danielle.sheridan@seattle.gov.

This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website.

Who may apply : The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.