Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The Citizen Services and Response Department is hiring for a Management Analyst, Associate. Positions in this class independently perform a variety of tasks in support of a program, operation, or work unit requiring a substantive knowledge of the work unit's policies, practices, and procedures to select and apply the most appropriate process or guideline to complete the work. Responsibilities include coordinating, planning, and implementing a program component within a specialized program profession or area. Position serves as a principal program support resource regarding processes and procedures applicable to the program. Under general supervision, positions in this class receive occasional instruction or assistance as new or unusual situations arise.

Supervision:
• Exercised: Classification typically does not supervise.
• Received: Incumbent reporting relationship is based on department.
**Note: Other reporting relationships may apply

Duties include but are not limited to

The City of Richmond Department of Citizen Service & Response Call Center is seeking a highly motivated, innovative, and experienced professional to provide office management, budget analysis, payment processing, Contact Center reporting and analysis, workforce management, and act as the lead automation coordinator for Citizen Service & Response.

Duties include, but not limited to:

Serve as Budget Analyst, processing requisitions, purchase orders and invoices, and tracking budget adherence
Work with leadership to ensure the department is operating efficiently against key performance indicators
Produce and analyze call center performance on a daily, weekly, monthly and annual basis, looking for trend analysis to drive performance
Collect, analyze and report RVA311 system, call center and agent performance statistics to leadership
Conduct analysis of City departments’ performance in handling citizen requests, including data analysis of request volumes, types, and outcomes using Excel pivot tables, and limited PowerBI
Maintain constant communication with Operations teams to ensure highest performance is achieved through reporting analysis
Manage all departmental requests for onboarding and offboarding activities to include items such as email, computer access for staff, equipment, Workforce Management creation and shifts, etc.
Responsible for tracking equipment; requesting quotes for new equipment; keeping departmental staff informed about technology related matters as needed.
Review and analyze DIT changes and communicate to leadership those that may impact performance
Manages parking for department by leveraging relationships with Public Works and Parking
Day to Day responsibilities of workforce management in the Calabrio system to ensure department is set up to operate without impacts. Schedule and adherence management and future planning of schedules and changes needed to optimize performance
Responsible for administrative duties such as ordering office supplies, food purchases for department events
Performing other duties and projects as assigned

**City of Richmond Citizen Service and Response employees who work in this class are considered essential personnel and may be required to work during declared emergencies and major weather events.**

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

Electronic databases and related software applications
Governmental accounting concepts
Intermediate level mathematics and statistics as applicable to call center and departmental Key Performance Indicators and performance management
Thorough knowledge of Microsoft Office Suite with ability to learn new software quickly

Skills (some combination of the following):

Gathering and compiling data
Maintaining records, data, and other information in department of focus
Analyzing and aggregating data
Conducting basic data analysis
Developing recommendations for management
Communicating results of analyses and recommendations professionally and effectively with senior management and peers
Analyzing and interpreting manuals and operating procedures
Developing manuals and operating procedures as necessary
Communicating with various internal and external departments effectively
Performing various administrative duties such as responding to inquiries, ordering supplies, etc.
Planning and prioritizing
Proofreading and editing
Preparing and submitting documents related to focus area
Working in a team environment
Assisting with special projects and programs

Abilities (some combination of the following):

Problem solving
Organized
Multi-task
Planning
Customer service
Excellent oral and written communication
Team player
Time management

MINIMUM TRAINING AND EXPERIENCE:

Bachelor's degree in business/public administration or field related to assignment
Two years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Preferred Qualifications:

At least one (1) year of experience working in a call center
At least two years of experience conducting data analysis, project, or process management;
Experience working with Calabrio and/or Webex is a plus, or similar schedule management system
Experience with a data & reporting tool such as Power BI, Tableau, Crystal, or Business Objects is a plus
Experience with Oracle based procurement systems (such as RAPIDS), is a plus;
Accounts payable experience is a plus;

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

Some assignments may require a valid Driver's License with a satisfactory driving record, and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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