SOLUTION CENTER SUPERINTENDENT

Tucson Water Utility Solution Center

Recruitment #1902-4069-001

Introduction

The Tucson Water Department is seeking a competent, well-organized professional, to oversee operations of the call center, including workforce management, and the implementation of various initiatives for efficiency and performance. This is an exciting opportunity for a dynamic individual to direct the daily operations and personnel in the Solution Center. The Solution Center is the central point of contact for our  232,000 customer accounts, 130,000 walk in customers and receives over 450,000 customer calls annually. This leader will have both deep contact experience and strong hands-on management skills with the ability to drive change and deliver exceptional service.

To be successful, the Superintendent is responsible for motivating, inspiring, and developing a staff of (60) Utility Account Relations Specialists (5) Supervisors, (4) Trainers (2) Assistant Superintendents and (1) Work Force Analyst. The Superintendent identifies, investigates, resolves operational and personnel issues. This individual is focused on improving call center metrics, identifying trends, analyzing call center data and maximizing efficiency. In addition to direct customer interaction, the Superintendent ensures accurate utility billing, utility collections, and compliance with all applicable City Codes, and Administrative Directives

General Description

Oversees Utility Call Center operations as well as supervise the work of Assistant Superintendents, Supervisors and employees in the Call Center.

Essential Functions

Examples of essential duties may include but are not limited to:

  • Oversee all activities related to the call center and workforce management including systems and processes, ensuring compliance with established benchmarks and standards
  • Direct the work processes which include accurate billing, payment processing, customer inquiries, delinquent accounts, high water bill investigations, and water tampering
  • Supervises and assists in the development, installation, and administration of new technologies and efficiency improvements
  • Implement call center and inter-divisional and inter-departmental initiatives to enhance operational efficiency and delivery of quality call center performance
  • Manages IVR phone/payment system, internet payments, phone recording system, staff forecasting and call management software
  • Provide oversight in tactical/strategic planning for the Solution Center team to provide exceptional customer service to both internal and external customers
  • Demonstrates continuous effort to improve operations, decrease call-wait times, streamlines work processes, and works collaboratively to provide exceptional customer service
  • Manage performance reports, dashboards and work queues; evaluates various statistical and financial reports to identify trends and recommend operational improvements to management
  • Displays the ability to interprets rules, regulations, and policies
  • Develops, administers and oversees the budget and tracks expenses with staff assistance
  • Responds to complex or sensitive customer service issues; researches/identifies solutions and develops implementation strategy
  • Reviews process flows to identify systemic challenges to customer service concerns
  • Research and investigates complaints referred by the City Manager's Office, the Mayor's Office and the City Council Office, and reports findings or actions taken

Minimum Qualifications

Minimum Education Level & Type: Bachelor's Degree or Arizona Department of Environmental Quality Water Distribution Grade 3 Certification or equivalent state certification

Minimum Experience Qualifications: At least 5 years in directing programs and budgets and managing daily water systems operation. At least 3 of required 5 years in a Lead or Supervisory capacity in a related functional area.

"Lead" is defined as leading at least one (1) full-time FTE in a work unit. It does not include leading projects, departments, contractors, interns, etc.

"Supervisory" is defined as having supervised at least one (1) full-time FTE.

An equivalent combination of education and experience that provides the ability to successfully perform the essential functions may be considered

Special Job Requirements

At least 3 years in a Lead or Supervisory capacity in a related functional area

"Lead" is defined as leading at least one (1) full-time FTE in a work unit. It does not include leading projects, departments, contractors, interns, etc.

"Supervisory" is defined as having supervised at least one (1) full-time FTE

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in a Writing Exercise. 

The Writing Exercise will be emailed to the highest scoring applicants by 5:00 pm (Tucson time) on Friday, March 15, 2019, with a firm deadline to return the completed exercise by 11:00 am (Tucson time) on Monday, March 18, 2019.  

The highest scoring written exercise applicants will then be invited to participate in a Power Point Presentation and a Panel Interview. Applicants will receive a detailed email by 11:00 am (Tucson time) on Thursday, March 21, 2019 with instructions on how to access the Power Point and schedule a time slot. 

  • Oral Presentation & Panel Interview will be held: March 25 and 26, 2019

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List.  An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:      

  • 10% of your rating for education and work experience
  • 25% of your written work product
  • 65% of your oral presentation & panel interview

This recruitment will establish a civil service list that may be utilized to fill vacancies occurring within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, you must upload your documentation as part of the application process or email it to Roxie.Escarcega@tucsonaz.gov. The DD 214 must be a copy that indicates characterization of service.  

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please contact Roxie Escarcega at 520-837-2138 at least 48 hours prior to the evaluation.

Conclusion

You are encouraged to print this bulletin because it contains important dates and information that will not be available online once this position closes.

Additionally, communication during this process will be sent via email to the email address on file, so please ensure your browser accepts emails from jobs@tucsonaz.gov and check your email account regularly; this may include your junk box/spam filter.  Failure to respond or follow instructions may result in disqualification.

Pre-employment Medical Testing Requirements

None

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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.