Work Force Manager (Senior Administrative Assistant)

Full-time position available with the Water Department, Consumer Services Division located at 4800 E. 63rd Street

Salary Range: $20.48-$30.71/hour

Normal Work Days/Hours: Monday-Friday 8:00 a.m.-5:00 p.m.

Application Deadline Date: March 28, 2025

Responsibilities

• Performs workforce forecast, schedules, and load balancing for the contact center optimizing service and quality levels while ensuring most efficient use of resources.
• Maintains service levels while keeping overtime costs to a minimum.
• Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifies opportunities for improvement and recommending solutions
• Generates various reports daily/weekly/monthly and distribute appropriately
• Collaborates with key business partners and staff to identify opportunities for improvement of resource utilization and service levels
• Manages out of office request to ensure appropriate staffing levels at all times
• Assists with Quality Assurance efforts, training, and other duties as assigned
• Maintains call center statistics: department level - ASA, Abandonment rate, # of calls; Agent level - occupancy, adherence, average talk, # of calls, etc.
• Compiles and distribute data; present performance data at monthly staffing emphasizing the power of one
• Maintains shrinkage model
• Performs trending analysis and forecasts based on tenure; knowledge/skill level based on tenure and its impact on performance. Long and short term staffing plans relative to skill level
• Manages attendance calendar/out of office request - schedules City-wide training, departmental training and meetings using forecasts
• Performs intra-day, daily management of call center stats adjusting schedules, lunch and breaks based on demands, recommends OT hours, maintain productivity hours, regular and OT
• Monitors real-time status and recommends changes to meet service levels
  
  

Qualifications

REQUIRES an accredited Bachelor's degree; OR an equivalent combination of qualifying education and experience to include professional experience in the development and/or operation of administrative systems, programs, policies and practice.

Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.

For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.

Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code

• 4211).