Customer Communications Center (CCC) Supervisor (Management Analyst II)

The Water Resources and Infrastructure (WRI) Customer Communications Center (CCC) is the backbone of efficient customer service for Wastewater and Stormwater Management in the Department of Public Works and Environmental Services (DPWES). Are you a supervisor that has leadership skills and operational expertise that can develop frontline agents, monitor performance metrics, and collaborate with branches, divisions and departmental management to deliver outstanding customer service?

The CCC is staffed 24 hours a day, seven days a week on 8- to 12-hour rotating shifts, including holidays, weekends, and County administrative leave days. This position is responsible for administrative and supervisory duties for the CCC that answers emergencies calls for stormwater and sanitary sewer and dispatches inspectors to investigate the concerns, responds to emails and/or any other type of communication concerning sanitary sewer or stormwater drainage systems. Monitors the pumping stations alarm system as well as providing after-hours support for other branches, divisions, and agencies including the director's office of DPWES. This position combines people leadership with operational excellence, requiring strong coaching abilities, data-driven decision making, and the capacity to maintain service quality under pressure.

Key responsibilities include:

• Provides work instructions and directions to the CCC staff regarding calls, emails, texts, and other types of communication ensuring that all emergency calls are dispatched promptly and appropriately;
• Analyzes call records to ensure work processes are followed and that resolutions to inquiries from residents, homeowners, other agencies, contractors, etc. are appropriate;
• Develops and coordinates staff training to provide updates of compliance regulations, agency practices and CCC Standards of Operating Procedures (SOPs) and protocols;
• Makse work assignments and create work schedules;
• Monitors, evaluates, and coaches staff performance;
• Performs quality review for accuracy and consistency of service requests and work orders in the asset management system;
• Ensures compliance reporting with local, state, and federal agencies is timely and accurate;
• Duties are performed under the supervision of the Environmental Services Supervisor for Trouble Response.

• Supervisory experience in a call center environment, preferably with 24/7 operations.
• Analytical skills to interpret performance metrics and implement improvements.
• Ability to problem solve and resolve conflict. Uses insight into situations to find timely and innovative solutions to solve customer inquiries/concerns.
• Decision-making ability and demonstrates sound judgment while working independently
• Effectively communicate - clear verbal and written communication skills for interacting with team members, supervisors, management, and the public, as well as completing reports and documentation.
• Strong leadership, interpersonal, and coaching skills - ability to work well and interact well with others. Supports employee growth and development.
• Ability to independently and proactively identify tasks or anticipate what needs to be done and take action.
• Ability and willingness to learn processes and procedures and take initiative to learn and put it into practice.

• Benefits
• Retirement

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.

CERTIFICATES AND LICENSES REQUIRED:
Valid driver's license.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check, a pre-employment physical examination, and driving record check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Two years of experience working in and/or supervising a call center
• Two years of experience analyzing business or work processes and implementing process improvement
• Two years of experience developing and delivering staff training and implementing employee development initiatives
• One year of experience in wastewater and/or stormwater management systems
• One year of experience using an asset management system and/or GIS-based systems
• One year of experience using MS Office (Teams, Outlook, Excel, etc.)