Customer Communications Center (CCC) Supervisor (Management Analyst II)

Posting number: 26-01117

Department: DPWES Wastewater Management

Job classification: MANAGEMENT ANALYST II

Posting type: Open

Categories: Public Works, Professional

Summary

The Water Resources and Infrastructure (WRI) Customer Communications Center (CCC) is the backbone of efficient customer service for Wastewater and Stormwater Management in the Department of Public Works and Environmental Services (DPWES). Are you a supervisor that has leadership skills and operational expertise that can develop frontline agents, monitor performance metrics, and collaborate with branches, divisions and departmental management to deliver outstanding customer service?

The CCC is staffed 24 hours a day, seven days a week on 8- to 12-hour rotating shifts, including holidays, weekends, and County administrative leave days. This position is responsible for administrative and supervisory duties for the CCC that answers emergencies calls for stormwater and sanitary sewer and dispatches inspectors to investigate the concerns, responds to emails and/or any other type of communication concerning sanitary sewer or stormwater drainage systems. Monitors the pumping stations alarm system as well as providing after-hours support for other branches, divisions, and agencies including the director’s office of DPWES. This position combines people leadership with operational excellence, requiring strong coaching abilities, data-driven decision making, and the capacity to maintain service quality under pressure.

Key responsibilities include:

• Provides work instructions and directions to the CCC staff regarding calls, emails, texts, and other types of communication ensuring that all emergency calls are dispatched promptly and appropriately;
• Analyzes call records to ensure work processes are followed and that resolutions to inquiries from residents, homeowners, other agencies, contractors, etc. are appropriate;
• Develops and coordinates staff training to provide updates of compliance regulations, agency practices and CCC Standards of Operating Procedures (SOPs) and protocols;
• Makse work assignments and create work schedules;
• Monitors, evaluates, and coaches staff performance;
• Performs quality review for accuracy and consistency of service requests and work orders in the asset management system;
• Ensures compliance reporting with local, state, and federal agencies is timely and accurate;
• Duties are performed under the supervision of the Environmental Services Supervisor for Trouble Response.

The ideal candidate must have:

• Supervisory experience in a call center environment, preferably with 24/7 operations.
• Analytical skills to interpret performance metrics and implement improvements.
• Ability to problem solve and resolve conflict. Uses insight into situations to find timely and innovative solutions to solve customer inquiries/concerns.
• Decision-making ability and demonstrates sound judgment while working independently
• Effectively communicate - clear verbal and written communication skills for interacting with team members, supervisors, management, and the public, as well as completing reports and documentation.
• Strong leadership, interpersonal, and coaching skills - ability to work well and interact well with others. Supports employee growth and development.
• Ability to independently and proactively identify tasks or anticipate what needs to be done and take action.
• Ability and willingness to learn processes and procedures and take initiative to learn and put it into practice.

Wastewater Management positions are responsible for providing uninterrupted sewer service to residents during extreme inclement weather or other emergencies. This position is designated as emergency service and is subject to 24-hour on-call and may be required to report to work during extreme inclement weather or other emergencies, including after-hours and weekend work during emergency incidents to fulfill emergency service duties. Overtime may be mandated when emergencies occurred related to the health, welfare, or safety of either the public or employees.

Wastewater Management is part of the Department of Public Works and Environmental Services (DPWES), please visit us here to learn more about us.

DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable communit