This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

The Assistant Customer Service Manager is responsible for the Customer Service Center, which includes the Contact Center, and back-office functions within Customer Service, of the Detroit Water and Sewerage Department.

The Assistant Customer Service Manager is responsible for all staff in the Customer Service center, who they train, hire, monitor, and motivate. The position is to ensure that the teams they oversee meet the organizational goals and provide sufficient customer support. Responsible for meeting required Key Performance Indicators in assigned programs; meeting financial targets; evaluating cost saving opportunities; developing Team Leaders to be superb coaches; creating action plans when a KPI metric is not at goal. Prior or demonstrated call center, contact center and or utilities experience a plus.

Essential Functions

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensures operations delivery of requirements
• Directs and monitors adequate staffing levels to meet quality and budget standards
• Assists in defining and establishing ongoing performance measures for call center personnel
• Ensures maintenance of standards and objectives related to ISO/COPC/PII compliance
• Meets shrinkage and budgetary requirements for staffing and expenditures
• Assists Customer Service Manager to establish Contact Center budget(s)

• Thorough knowledge of Contact/Call Center systems and procedures
• Knowledge of ongoing standards, processes and solutions to capitalize on organizational learning and continuous improvement
• Knowledge of basic data analysis
• Excellent written and verbal communication skills
• Strong interaction and leadership skills
• Ability to multi-task
• Experience with MS Office (Word, Excel, PowerPoint, Outlook)