Senior Operations Response Center Operator
Senior Operations Response Center Operator
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Job Description
Position Description
Seattle Public Utilities (SPU) is seeking a Senior Operations Response Center Operator to provide leadership in our 24/7 Operations Response Center within the Utility Operations and Maintenance Division. This position serves as the lead operator handling complex customer issues coordinating SPUs response to service concerns from city departments and other agencies and reports to the Operations Response Center Manager.
About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water drainage and wastewater and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPUs work includes system maintenance and improvements and keeping Seattle clean. Over 1400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about Seattle Public Utilities (SPU) checkout the:
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting hiring and promotional opportunities. We know work isnt only about what you do its also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance including:
- Family-friendly and multicultural work environment
- Generous benefits package
- Free public transportation options
- City pension plan with employer/employee contributions
- Growth potential and advancement opportunities
Job Responsibilities
Customer Service & Operations
- Handle escalated customer inquiries and complex service issues; serve as lead contact for service requests from SPU Directors office and Customer Service Bureau
- Coordinate utility emergency response manage all 24-hour notifications and serve as lead point of contact for all customer service calls and field communications
- Monitor and document security events coordinate responses with law enforcement and monitor field conditions (traffic weather environmental) providing situational updates to management and field responders
Leadership & Training
- Provide lead oversight including training planning scheduling work distribution vacation scheduling and timesheet completion for Operators
- Develop and manage training materials business processes and training schedules for ORC Operators and Trainees; serve as training lead for new hires and emergency event call-takers
- Conduct quality reviews of Operators and Trainees work assist management with annual performance reviews and conduct briefings status updates and work unit meetings
Administrative & Reporting
- Manage 24/7 staffing schedule including coverage for graveyard shifts weekends and holidays; maintain and develop emergency call-out lists for on-call field employees
- Prepare monthly ORC performance reports and provide status reports as requested by Incident Commander and management during storm events or incidents
- Update ORC reference materials and website document map revisions serve as point of contact for documentation updates and maintain ORC records
- Develop and execute written protocols for incident response; coordinate SPU response to issues from other city departments and agencies; may perform duties of lower-level positions as needed
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Qualifications
Education: High School diploma or GED
Experience: Three (3) years of experience in a computerized environment OR equivalent combination of education training and experience.
Required experience must include:
- Combination of supervisory or lead experience with dispatch and security monitoring experience
- Public contact experience and/or utility field experience with strong customer service focus
- Ability to type minimum 35 words per minute
License Certification & Other Requirements:
- Water Wastewater and Security Monitoring certifications required within one year of hire
- Current Washington State drivers license or evidence of mobility
- Must pass criminal background check
Work Environment/Physical Demands:
- 24/7 operation requiring work on graveyard shifts evenings weekends and holidays
- Primarily office-based environment
- Must be able to work rotating shifts to ensure continuous coverage
Desired Qualifications:
- Outstanding customer service communication and interpersonal skills with training experience and ability to communicate effectively within a multicultural workforce
- Ability to remain calm during emergencies handle multiple concurrent situations and make timely decisions under pressure in a fast-paced multi-tasked environment
- Experience with MAXIMO Mobile MAXIMO FOMs Utiliview Water Shutdown Tool Integrated Security System (ISS) and or and/or other work management systems; proficiency in Microsoft Word Excel and GIS
- Strong independent and team collaboration skills; knowledge of water drainage and wastewater and solid waste utility operations
Additional Information
Workplace Environment: This position requires daily onsite presence. Individual schedules will be agreed upon by the employee and their supervisor.
Application Requirement(s):
- A complete NEOGOV/Government Jobs on-line application
- Attached Resume & Cover Letter describing your skills and experience in relation to this position.
- Supplemental Questions Responses
Candidates submitting an incomplete Application Packages will NOT be considered
Candidates selected to proceed to the interview phase will be required to complete an assessment as part of the selection process.
The salary range for this position is$38.66 - $45.06 hourly.
This hiring process involves a background check of conviction and arrest records incompliance with Seattles Fair Chance Employment Ordinance SME 14.17. Applicants will be provided an opportunity to explain or correct background information.Benefits:The City of Seattle offers a comprehensive benefits package including vacation holiday and sick leave as well as medical dental vision life and long-term disability insurance for employees and their dependents.More information about employee benefits is available on the Citys website at: may apply:The City of Seattle encourages people of all backgrounds to apply including people of color immigrants refugees women LGBTQ people with disabilities veterans and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race color creed national origin ancestry sex marital status disability religious or political affiliation age sexual orientation or gender identity.
If you have any questions please contact Erika Monroe at .
Learn more about Seattle Public Utilities at our web page Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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