Customer Relations Call Center Manager

Denver Water; Denver (CO); On-site; USD 80,000 - 120,000; Full time

Job summary

Denver Water seeks a strategic leader as a Customer Relations Call Center Manager to enhance customer service for over 1.5 million residents. You will oversee a high-performing team focused on operational efficiency, process improvement, and delivering a seamless customer experience through technology and collaboration across departments.

Qualifications

• Minimum of 7 years of related work experience including 3 years in a supervisory role.
• Any equivalent combination of certifications, education, or experience that provides the required skills.

Responsibilities

• Lead and manage customer relations operations for over 1.5 million users.
• Drive continuous improvement in customer operations.
• Ensure customer satisfaction goals are met through strategic leadership.

Skills

Leadership

Customer Service

Operational Efficiency

Process Improvement

Education

Bachelor's Degree in Business or Public Administration

Job description

Description

Are you a strategic leader with a passion for customer service and a focus on operational efficiency? Denver Water is hiring a Customer Relations Call Center Manager to oversee our contact center. This role plays a key part in enhancing the customer experience for more than 1.5 million people.

You’ll lead a high-performing team, manage workforce planning, improve service strategies through technology and automation, and collaborate across departments to strengthen service delivery. Your leadership will drive continuous improvement in customer operations and help shape the future of how we serve our community.

If you’re experienced in contact center operations and process improvement, this is your chance to make a meaningful impact at Denver Water.

Position Summary

Plan, direct, strategize and coordinate Denver Water's customer experience across the organization. Responsible for providing leadership in creating a customer-centric organization focused on delivering seamless customer experience and creating satisfied and supportive customers. Improve customer service performance and productivity through continuous process improvement and efficiencies to make it easy to do business with Denver Water. Ensure continuous development of high performing teams and technology to exceed customer expectations.

Supervisory Responsibilities

This position has formal supervisory responsibilities over other employees.

Essential Duties and Responsibilities

• Responsible for development and achievement of customer satisfaction goals/metrics, consistent with the customer-centric principles in our Strategic Plan. Use customer research and surveys to continually improve the level of service to customers and to provide reports to the executive team, Board and internal stakeholders, such as: public affairs, dispatch, meter reading, meter maintenance, meter inspections, field services.
• Responsible for the accurate billing for customers and developers resulting in over $400 million in water sales, system development charges, and participation development fees.
• Interface with other departments and sections to ensure timely resolution of customer service concerns across the organization. Recognize, document and alert stakeholders of trends in customer calls and/or events. Resolve escalated issues and formulate a plan to prevent future occurrences.
• Maintain key relationships with the city and county of Denver and other federal, state, and local agencies, developers, homebuilders, engineers, and those whose sphere of operations impact Denver Water. Serve as liaison with other sections and divisions at Denver Water.
• Prepare team and plan for service outages and other emergencies with updated COOP plans, including for cyber-security incidents. Ensure those with access to personally identifiable customer information are properly trained in compliance with federal and state laws.
• Plan, coordinate, and lead projects to advance technology, systems, and internal and external processes to enhance service levels and improve section efficiency. Work closely with IT to develop data management strategies to support the development of tools such as AI that will streamline and enhance customer experience.
• Understand how the business operates and is knowledgeable in current and possible future policies, practices, trends, technology, and information affecting the business and organization. Familiarize self with the functions of other departments within Denver Water and proactively identify information that is needed from other sections in order to satisfy customer requests. Recommend changes to Board documents such as the Engineering Standards and manage annual updates of the Operating Rules.
• Interview and select personnel, explain and administer established personnel policies and practices, and help resolve employee grievances.
• Complete performance appraisals and provide performance feedback to employees in a timely, positive, and consistent manner. Seek out and act upon opportunities to recognize employee development and positive contributions to the department. Ensure staff consistently represent the Denver Water brand day in and day out.
• Properly budget and forecast expenditures and adhere to reporting deadlines for the budget. Plan ahead for necessary staffing and budgetary requirements to avoid unplanned budget variances. Be proactive in submitting business cases to make investments to improve customer experience.
• Prepare and complete action plans and items for Board presentations and consideration. Identify and resolve problems, complete audits, determine system and process improvements, and productively implement change. Contribute information and analysis to strategic plans and reviews.
• Represent Denver Water's customer service practices on internal and external committees.
• Perform related work as required.

Qualifications

Education and Experience

• Bachelor's Degree from an accredited college or university in Business or Public Administration or a related field.
• Minimum of 7 years of related work experience including 3 years in a supervisory role.
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge, and abilities for the position.

Licenses, Registration, and Certifications

• None