CUSTOMER CONTACT CENTER MANAGER - CUSTOMER SERVICES BUREAU - SFPUC (0922)(166872)

City and County of San Francisco•San Francisco, CA

7h•Onsite

About The Position

The San Francisco Public Utilities Commission (SFPUC) is seeking a Customer Contact Center Manager to administer and supervise the activities and personnel of the Customer Contact Center within the Customer Service Bureau. This role involves overseeing operations, managing staff, and ensuring efficient service delivery for water, wastewater, and electric services. The Customer Service Bureau employs approximately 110 positions and manages a $16 million annual budget, focusing on delivering complete customer satisfaction through effective customer service, utilizing the latest operational efficiencies.

Requirements

Possession of a Bachelor's degree from an accredited college or university.
Five (5) years of recent verifiable professional work experience performing customer service, billing, collections, or contact center functions within a water, wastewater/sewer, electric, or other public/municipal utility organization.
Possession of a Driver's License.
Qualifying experience must include work directly related to utility customer accounts, billing, payments, collections, service connections, or utility contact center services and must have been obtained within the past ten (10) years.
Ability to influence, motivate, and challenge others, work with authority to identify and define problems, determine methodology, evaluate data, make recommendations with appropriate justification and develop/implement a plan of action.
Ability to use time, energy and resources effectively to achieve goals; the ability to meet deadlines, multi-tasking, work independently and plan for future projects.
Ability to collect and synthesize large volumes of data and perform complex quantitative and qualitative analytical work.
Ability to prepare and present comprehensive technical, fiscal and administrative reports and data related for utility services.

Nice To Haves

Extensive experience in management, organization, leadership, decision making, and problem solving, including strong computer and communication skills.
Proficiency in two or more of the following database applications: Microsoft Office Applications (Word, Excel, Outlook, Access, & Visio); Mobile and field computing; Utility Customer Care and Billing System; Work Order Management System; Advanced Customer Call Center Applications; Water or Electric Meter Reading System
Two (2) years of supervisory experience as part of the professional work experience in customer service or billing and collection in a large utility, public works organization, or tax collector's office as listed in the minimum qualifications.

Responsibilities

Plans, assigns, and inspects the work of subordinate staff to ensure operational efficiency and conformance with departmental policies, procedures, laws, and regulations.
Oversees the operations of the Customer Contact Center for effectiveness and efficiency, identifying, investigating, analyzing, and mitigating operational issues.
Directs the preparation of complex financial, statistical, and operational reports and records, including customer bills, service records, and collection accounts.
Maintains effective communication with representatives from various City departments, contractors, banking officials, and the general public regarding departmental policies, rules, and regulations.
Oversees the preparation and maintenance of a wide variety of records, reports, and documents consisting of the Bureau’s financial, statistical, and operational information.
Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation.
Participates in hiring and staff development practices, establishes and maintains effective working relationships, and conducts timely performance reviews.
Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements, and reporting activities with other areas or agencies.
Oversees various complex customer information systems utilized in billing and collection of water and wastewater services, electric services, land leases, and permits.
Performs other related duties as assigned.