KC Water is seeking an experienced Contact Center Manager who is passionate about water utility customer service!
KC Water Consumer Services Division – located at 4800 E 63rd St. Kansas City, Missouri 64130.
Salary Range – $4,945-$10,581/month
Normal Work Days/Hours – Monday-Friday, 8:00 A.M. to 5:00 P.M.
Application Deadline Date – Open Until Filled
- KC Water provides water, waste water and storm water services for approximately 170,000 households in Kansas City.
- This position is responsible for directing and overseeing all contact center operational activities ensuring adherence to established ordinances, policies, procedures and the collective bargaining agreement while ensuring timely and accurate service delivery to our customers.
- Provides oversight of all contact center systems including the Customer Information System, Interactive Voice Response, and phone system and workforce management tool.
- Oversees the hiring, on boarding and performance management of the contact center staff. Ensures necessary changes in staffing are made based on day of week, other anticipated events, and call volume data.
- Monitors productivity of customer service representatives and generates reports. Reviews system data to monitor key performance indicators against targets such as the call abandonment rate, average speed to answer, quality scores and service level.
- Routinely monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective actions to address customer issues and handles escalated customer complaints when necessary.
- Ensures information is entered into call center system to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve operational efficiency. Maintains harmony among workers and resolves grievances. Prepares composite reports from individual reports by subordinates.
Location/Region: Kansas City, MO (64130)