Manager, Emergency Service Center (Call Center)

The Emergency Services Center (ESC) Manager, is responsible for managing, planning, and supervising the daily activities of WSSC Water’s 24-hour ESC. The manager shall evaluate the performance of supporting staff and oversee a wide range of responsibilities to optimize the performance, provide necessary tools, techniques, and processes while maintaining the appropriate workplace culture. This position will work closely with the department’s management on issues affecting its stakeholders and customers.

Essential Functions

• Supervises staff including recommending selections, training, assigning and evaluating work, coaches and develops the team as well as providing counseling and issuing discipline

• Addresses service issues and assists with individual, section, and call center performance levels that support WSSC Water’s core values, mission, and strategic goals

• Conducts needs assessments, performance reviews, capacity planning, and cost/benefit analyses

• Identifies and evaluates state-of-the-art technologies

• Defines user requirements, establishes technical specifications as well as production, productivity, quality, and customer-service standards

• Provides world-class customer service and proper notification to customers 24/7 via telephone, email, or text regarding water or sewer system problems such as water main breaks, low water pressure, discolored water, water leaks, disconnection of service, sewer backups, regulatory matters, and other emergencies

• Manages emergencies, escalations, and customer calls, ensuring appropriate staff are notified in routine or scheduled work and extremely difficult water and wastewater operational situations

• Coordinates and assists other teams, field staff, customer advocates, contractors, suppliers, and appropriate agencies to ensure a timely and accurate emergency response dispatch

• Ensures work is performed in compliance with Federal, state and local performance standards, which shall include, but not be limited to, WSSC Water’s policies, procedures, and regulations

• Enforces standard procedures and guidelines

• Stays abreast of leading call management practices by tracking emerging trends in call center operations management

• Attends educational workshops, reviews, professional publications, establishes personal networks, benchmarks state-of-the-art practices, and participates in professional societies

• Maintains, rehearses, and implements the call center continuity of operations plan (COOP) as required

• Oversees the ESC to ensure the creation of work orders for water and sewer-related problems, provide historical information, prepare missed utility requests, and follow up

• Monitors radio, receives messages and problem calls to assist in communication with and dispatch of personnel

• Prepares various administrative and productivity reports and maintains operational records

• Assists with scheduling of part-time CSAs

• Drives a vehicle to conduct WSSC Water business

Other Functions

• Supports the Information Technology team in the implementation and upgrade of all supporting technology, which shall include, but not be limited to, Computerized Maintenance Management Software (CMMS) and Customer 2 Meter (C2M), Geographic Information System (GIS), Work and Asset Management (WAM), Mobile Work Force Management (MWM) software systems

• Serves as the Division Manager, Emergency Services Center when needed

• Assists in providing customer education and community outreach as needed

• Performs related duties as assigned

Work Environment And Physical Demands

Work is performed in business casual office setting.

Required Knowledge, Skills, And Abilities

• Comprehensive knowledge and understanding of customer service principles on both routine and emergency levels, and the ability to maintain calm and provide great customer service in high-pressure situations.

• Understanding of call center environments that include managing metrics, telephone service factors, and quality of service to achieve exceptional customer experience

• Experience in coaching and developing employees within a call center environment.

• Sense of urgency and ability to manage multiple priorities in a demanding environment

• Ability to plan, manage, and coordinate the activities of a complex and diversified organization

• Excellent interpersonal communication and decision-making skills

• Strong analytical, quantitative, problem-solving, and organizational skills

• Ability to communicate effectively both verbally and in writing

• Ability to use Microsoft Office Suite

• Ability to read and interpret and utilize GIS, construction plans, drawings, and plumbing cards

• Skill in handling complex and difficult customer situations

• Self-motivated and able to work with little direct managerial supervision

Minimum Education, Experience Requirements

• Bachelor’s degree in Business or a related discipline
• 5+ years of call center experience addressing complex customer inquiries
• 2+ years of supervisory experience

• 9+ years of call center experience addressing complex customer inquiries
• High School diploma or equivalent
• 2+ years of supervisory experience