Austin Energy Customer Service Staff Development Manager
City of Austinabout 1 year ago
Austin, Texas, United States
On-site
Full-time
Junior Level (1-3 years)
Job Description
Key Responsibilities
- Develops, implements, and evaluates effectiveness of comprehensive training programs for the AE Customer Service Center staff.
- Manages development of training manual and employee information documents.
- Manages the design and develops methodology for customer surveys and needs assessments to measure overall effectiveness.
- Manages quality assurance monitoring and evaluation system and staffing requirements.
- Develops and ensures compliance with training guidelines, processes, and procedures.
- Analyzes customer survey and quality assurance data.
- Develops strategic training goals and objectives.
- Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
Required Qualifications
- Graduation with a Bachelor's degree from an accredited college or university with major course work in Education, Business, Communications, or a related field.
- Four (4) years of related experience, including two (2) years in a supervisory capacity.
- Experience may substitute for education up to four (4) years.
Preferred Qualifications
- Knowledge and experience in the utility sector, specifically metered services.
- Ability to work on and lead a team of diverse people and differing work styles.
- Experience with applying data analytics to identify, create, and implement programs to improve customer experience.
- Experience with leadership application of process improvement, change management, and employee development.
- Strong business writing skills and experience developing correspondence in a variety of formats.
- Experience with financial and technical system implementations and integrations.
- Experience with graphic design programs.
Benefits & Perks
- Dental insurance
- Health insurance
- Retirement plan
- Vision insurance
Required Skills
Customer Service Management
Data Analysis
Process Improvement
Supervisory Management
Quality Assurance
Training Program Development
Survey Design and Evaluation
Strategic Planning
Employee Development