Citizen Response Center Supervisor - Centennial, CO

Citizen Response Center Supervisor

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

Jacobs Engineering is seeking an experienced supervisor for the Citizen Response Center. The responsibility of this position includes, but is not limited to, the supervision of all functions associated with the Citizen Response Center (CRC) for the City of Centennial project.

Bring your team-focus, adaptability, and commitment to excellence, and we'll help you grow what drives you and deliver the world's most challenging Operations Management projects, together.

#omfs #bia #ourjacobs

Essential Duties & Responsibilities :

Participate in and provide input for annual reviews of Citizen Response Center staff.

Participate in and provide input and guidance on annual priority / goal settings for Citizen Response Center Staff.

Participate in and provide input on all process flow change requests, team conflicts, or any other area of personnel or procedural concerns.

Manage Citizen Response Center Staff.

Manage day-to-day operational and escalation support, as needed or assigned.

Motivate team members to meet departmental goals and provide a supportive team environment.

Assist all department heads in working with citizens and community groups to resolve neighborhood concerns.

Monitor compliance with performance standards based on client contract.

Implementation and oversight of a Quality Assurance Program, which would include the review of phone calls, web requests, and any other forms of communications and processes to ensure customer service standards are met.

Provide oversight of the Citizen Response Center Knowledgebase and necessary revisions and updates.

Act as the liaison between the Jacobs Customer Support Center and the Citizen Response Center teams for support and guidance on issues.

Provide training for new and existing Citizen Response Center team members for success.

Provide guidance, coaching, and mentoring to all Citizen Response Center team members.

Assist team members with resolving escalated or complex inquiries.

Serve as a subject matter expert for the Citizen Response Center policies and procedures.

Manage and oversee the intake of all inquiries or complaints via telephone, electronic mail, or website requests from the public and provide answers, if known or through research, or make the proper referral.

Performs all Citizen Responder duties as needed.

Performs other similar duties as assigned.

Here's What You'll Need :

High School diploma or GED

Five (5) years call center and data analysis experience,

Two (2) years of supervisory or management experience.

Ability to communicate both verbally and electronically in a clear and concise manner with Customers, Management, Office Staff, City Staff, and Field Personnel

Strong inter-personal relationship skills and the ability to interpret, apply and explain work management procedures.

Ideally, You'll Also Have :

Minimum two (2) Years Municipal Government Experience.

Bachelor's degree in communications or business administration or Equivalent.

Working Conditions :

Safety is a core value at Jacobs. We are committed to providing a safe and healthy workplace for all employees. This position will spend a substantial amount of time performing safety sensitive labor or services.

Posted Salary Range :

Minimum $63,600.00

Upper $66,000.00

Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Employees have access to medical, dental, vision and basic life insurance, 401(k) plan, paid time off (allocated plans start date 17 days per calendar year), seven paid holidays, one floating holiday, and caregiver leave and the ability to purchase company stock at a discount as well as legally mandated benefits.

The base salary range for this position is $63,600.00 to $66,000.00; though will be paid hourly based on hours worked. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Job posted on December 12, 2024. This position will be open for at least 3 days.

Onsite employees are expected to attend a Jacobs Workplace on a full-time basis, as required by the nature of their role.

Your application experience is important to us, and we're keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support.

Locations : City : Centennial

State : Colorado

Country : United States