City of Tampa

This is highly responsible supervisory work within the Consumer Services operations.

An employee in this class is responsible for ensuring the efficiency, productivity, and effective performance of multiple teams engaged in either Meter Reading, Collections, Utility Billing, or the Utilities Call Center at the Water Department. Under direction, the employee performs tasks of considerable difficulty which includes: establishing team metrics; developing, reviewing and implementing team plans and goals; monitoring and evaluating work practices. Tasks are performed with great independence requiring the exercise of considerable initiative and independent judgment. Work is reviewed through conferences, reports submitted, and results obtained.

Monitors and evaluates work practices for improved team productivity; schedules resources for team members growth; plans and tracks continuous, training forecast for team members; establishes and tracks team metrics, evaluates performance measures across various sections.

Assists the manager in preparing the annual budget, assists the manager and division leaders with coaching, counseling, performance improvement plans, and disciplinary matters. Develops and updates division S.O.P's and workflows as part of continuous training and quality control activities.

Fills in for the manager and/or section leaders as needed.

Plans, assigns, supervises, and reviews the work of subordinate leaders as assigned by the manager. Completes performance evaluations, recommends employment, promotions, and transfers. Responds to grievances, and administers discipline as required.

Performs related work as required.

Knowledge of: business and mathematics; rules, regulations, procedures and functions of utility billing systems; meter reading systems, scheduling and related performance targets; utility rates, fees and taxes; codes and field methods relating to collections; appropriate municipal codes, ordinances, resolutions and regulations; effective supervisory techniques; deposits, accounts receivable management, write-off and bankruptcy practices; team dynamics, team building and diversity; business office practices and the computer systems utilized by the department; the layout of the city and its geography.

Ability to: plan, assign, supervise and review the work of subordinate personnel; make mathematical calculations with speed and accuracy; establish and maintain effective working relationships with other employees, officials and the general public; prepare and present clear and concise reports both orally and in writing; maintain records using a variety of source materials; understand and follow complex oral and written instructions.

Skilled in: problem solving; oral and written communications.

Graduation from an accredited college or university with a bachelor's degree in business or public administration or a related field and five (5) years of responsible experience in utility billing and credit including two (2) years of supervisory experience; OR an associate's degree in business administration or related field and seven (7) years of highly responsible utility billing and credit experience including two (2) years of supervisory experience.

Possession of a valid Florida driver's license.

Employees may be required to work rotating shifts, including nights, weekends, holidays, and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.