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The System Performance & Workforce Analytics Program Manager is responsible for the effective operation of the Customer Support Division's information technology systems in a busy contact center. This position additionally reviews system and performance related data and determines the most effective use of data to enhance or create processes that improve customer service. This position is intended to make the operation of the Customer Support Division more transparent, effective, and accountable to the public and to help identify efficient solutions for the division. This is a hybrid position. The City is looking for exceptional people who want to make a positive impact through their work, will serve their community proudly, and be excited to come to work every day. Education and experience studies have shown that people are less likely to apply for jobs unless they believe they can perform every task listed in the job description. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications and we encourage you to apply if you are interested.
