Contact Center Supervisor I (UAR Supv)

This position requires the successful candidate to work onsite from Monday to Friday and will have high probability of being required to work the closing shifts (9:10 am- 6:10 pm). Teleworking options are not available.

An essential function of this role is the ability to respond to after-hours emergencies. Accordingly the successful candidate must be able to commute to the office within one hour as needed.

Are you a supervisor whos experienced in inspiring and leading virtual teams to deliver top-notch customer service Love being the spark for creative change and guiding your team through it Were on the hunt for an experienced supervisor whos not just great at driving change but also thrives on being the change. If youre a proactive independent and skilled supervisor who excels at starting and working on projects and initiatives wed love to hear from you!

Were also looking for a supervisor who thrives in a digital-first environment and gets excited about using technology to make work easier smarter and more this role youll be the go-to person who can confidently navigate modern toolswhether thats helping staff troubleshoot simple application or computer issues remotely organizing information through SharePoint creating clean and compelling materials in PowerPoint or using Excel to make data meaningful. As SPU continues to modernize and move more of our systems online this is a great opportunity for someone who enjoys learning new tools shaping how we use technology and helping staff feel empowered along the way.

Seattle Public Utilities (SPU) Customer Care Division is seeking an experienced Contact Center Supervisor (UAR Supervisor I) for the Utility Contact Center who can thrive in a fast-paced environment utilizing their critical thinking and leadership abilities.

The Customer Care Division is a metrics driven team committed to delivering world class customer service and ensuring outstanding customer satisfaction. The Contact Center Supervisor will lead a team of 10-15 Contact Center Representatives but is also responsible for helping to support all 80 Contact Center Representatives alongside other supervisors.

This leader is responsible for meeting performance metrics ensuring their teams reliable attendance and delivering outstanding customer service for both SPU and Seattle City Light (SCL) customers. The Contact Center Supervisor will report to the Contact Center Operations 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 Website
• SPU Workplace Expectations (Download PDF reader) (Download PDF reader) (Download PDF reader)
• Strategic Business Plan

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.

• Ensure continuous process improvements throughout the division while providing leadership direction and motivation to staff.
• Identify development needs for staff using quality assurance systems and activity reports to manage performance metrics and address needs through coaching and individual training plans.
• Monitor calls to ensure customer satisfaction confirm proper diagnosis of customer concerns/inquiries and determine a direct and thorough path to resolution.
• Provide directions to team members in handling difficult or complex escalated customer inquiries.
• Respond to more complex customer issues and provide information regarding policies and business practices to customers and other City departments for electricity water solid waste wastewater and drainage utilities.
• Coordinate with workforce management and other Contact Center Supervisors to ensure adequate staffing.
• Provide emergency on-call response and open the Contact Center as requested by Seattle City Light to handle customer calls during power outages which may require working overtime and/or weekends; handle other duty and backup duty responsibilities.
• Provide information and referrals concerning utility programs and services.

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.

Experience: Four (4) years progressively responsible collection and billing administrative and analytical work. The experience should provide a background in problem resolution including one (1) year of lead or supervisory experience.

Education/Experience Equivalency: Other combinations of appropriate education training certification and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.

The Ideal Candidate has:

• Three plus (3) years of lead or supervisory experience with demonstrated success in leading teams.
• An excellent track record in supporting team performance and a strong background in delivering customer satisfaction through direct contact with the public.
• Proven ability in meeting or exceeding performance metrics and have experience working with billing customer service and contact center systems/applications/software.
• Background leading initiatives or projects.
• Extensive experience in leading and engaging teams both virtually and in person.

As part of the application process please include a cover letter and resume with your application describing how your education and/or experience meet the qualifications for this your cover letter please address the following questions:

• Please describe your experience in leading a team virtually and what your role was in making the team successful.
• Please describe your experience related to contact center systems such as computer applications and software phones work force management etc.

Failure to include your resume cover letter and answers to the supplemental questions will result in your application not being considered.

The full salary range for this position is $44.34 - $51.90 per hour.

For more information regarding this recruitment please contact: Danielle Sheridan @

Background Check

This hiring process involves a background check of conviction and arrest records in compliance with Seattles Fair Chance Employment Ordinance SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.

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.

Learn more about Seattle Public Utilities at our web page Experience:

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