Work Force Manager (Senior Administrative Assistant)

Full-time position available with the Water Department, Consumer Services Division located at 4800 E. 63rd Street

Salary Range: $20.48-$30.71/hour

Normal Work Days/Hours: Monday-Friday 8:00 a.m.-5:00 p.m.

Application Deadline Date: November 01, 2024

Responsibilities

• Evaluates workloads based on call volume and CRM case load and uses data to forecast workload requirements.
• Using departmental statistics creates, maintains, and communicates the department's work schedule.
• Analyzes call center volume patterns to manage work shifts, lunch and breaks, meetings, and training schedules.
• Monitors and measures KPIs to include Average Handle Time (AHT), Average Speed of Answer (ASA), Abandonment Rate, Agent Adherence, and Occupancy levels.
• Determines optimal agent levels to avoid burnout and or high turn-over.
• Manages department's attendance recording and reports all leave and out-of-office requests.
• Makes recommendations to resolve service level issues.
• Establishes and maintains communication channels regarding events that impact call volumes.
• Identifies, tracks and maintains call volume trends and averages on a monthly and annual basis.
• Tracks and reports historical statistics and make recommendations when applicable.
• Develops and maintains business continuation/disaster recovery plans for call routing, alternate site location, and CRM access.
• Assists with Quality Assurance efforts, training.
• Performs other duties as assigned.
  
  

Qualifications

REQUIRES an accredited Bachelor's degree; OR an equivalent combination of qualifying education and experience to include professional experience in the development and/or operation of administrative systems, programs, policies and practice. Preference given to candidates with conceptual understanding of traditional and (preferably Cisco) VoIP telephony technology; call center management experience (3+ years) and well-versed in Call Center technologies and corresponding systems (CTI, IVR, ACD); proficiency in Microsoft Office, expert skill level in Excel; and experience in or knowledge of Quality Assurance/Process Improvement.

Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.

For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.

Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to [email protected] .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code

• 4211).