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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

***INTERNAL APPLICANTS ONLY***

The City of Richmond Department of Public Utilities is seeking a qualified candidate to fill the Program and Operations Supervisor, Senior position for the Customer Service Division. This position will lead the front-line management team responsible for the day-to-day operations of the call center, walk-in centers, back-office operations, and 3rd party augmentation support teams.

Duties include but are not limited to

Managing and leading the frontline leadership of the customer service call center and walk-up centers.
Managing customer service levels while reducing business costs and optimizing the efficiency of employee productivity.
Ensuring the highest standards of customer service and accountability and ensuring proper implementation.
Serve as liaison between senior leadership and resource planning analysts
Establishes and develops SOP’s, implementing and managing KPI’s.
Provide policy support, and program/project administration that requires independent evaluation and analysis of issues related to the performance of multiple tasks and decision-making.
Analyzing complex issues to facilitate and execute program/project decision-making; managing city-wide programs or projects; serving on inter- and intra-departmental committees and task forces, and drafting and revising documents
Lead supervisors, assigning work and monitoring work completion for professional, paraprofessional, and call center staff. Duties for supervisors include conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.
Investigates and responds to high level inquiries received from the Mayor's, CAO's, DCAO's or Director's Office.
Data gathering, data compilation, advanced analysis and developing recommendations and reports.

This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

This individual may be required to work nights, weekends, holidays or on-call as needed.

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

Bachelor's degree in business or public administration, or field related to assignment
Five years of journey-level professional experience in area related to assignment
A Master's degree in business, public administration, or field directly related to assignment may be preferred
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED TRAINING AND EXPERIENCE:

Two-three years of paraprofessional experience in area related to assignment, such as assisting with program or project administration and management analysis and field service order completion.
Four years of customer service/call center/administrative experience.
Call center operations, trends, and supporting technology infrastructure.
Presentations, both creating and presenting
Written and verbal communication

LICENSING, CERTIFICATIONS, and/or 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.

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

Basic knowledge of governmental accounting concepts and special funds.
Thorough knowledge of computer programs such as Microsoft Office Suite, Adobe Acrobat Electronic, electronic databases and related software applications.
Ability to gather and compile data, analyze and aggregate data, develop recommendations and reports based on data and communicate results of analyses and recommendations to leadership.
Excellent oral and written communication. Demonstrated ability to problem solve, plan, prioritize, multi-task and manage time effectively

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; and occasionally climb, stoop, crouch, reach, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be light work, exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.

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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The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.