Salary: $38.91 - $45.06 Hourly Location : Tacoma, WA Job Type: Classified Job Number: 0607-25 Department: Customer Experience & External Affairs Division: TPU Customer Service Opening Date: 02/24/2025 Closing Date: 3/5/2025 5:00 PM Pacific Position Description The Customer Services section of Tacoma Public Utilities is establishing a list for Customer Service Representative, Workforce Coordinator. This position will, under limited supervision, perform technical customer service duties and workforce coordination. This role is pivotal in optimizing workforce efficiency by managing scheduling, forecasting, and staffing levels. Responsibilities will include utilizing data in developing and maintaining accurate workforce forecasts, ensuring adequate staffing to meet service level agreements, and implementing efficient scheduling practices. Collaborating closely with management, this position will analyze historical data to make informed decisions regarding staffing requirements and proactively address any challenges in the contact center environment. The ideal candidate will possess strong analytical skills, a deep understanding of workforce management principles, experience running and analyzing canned and ad hoc reports, and the ability to adapt quickly to changing workload demands. As a Workforce Coordinator, you will contribute to a positive work culture by fostering effective communication and collaboration among team members. Your role will be instrumental in maintaining high-quality customer service through strategic staffing decisions and continuous improvement initiatives. If you thrive in a fast-paced environment, excel in data-driven decision-making, and are passionate about optimizing workforce performance, we invite you to apply for this exciting opportunity in our contact center. ESSENTIAL DUTIES
- Generate and report on long-term forecasts of workload.
- Provide clear and actionable report outs on Intraday staffing (IDP) overages and shortfalls.
- Proactively adjust working hours of staff as needed, to include but not limited to, increasing or decreasing employee's guaranteed hours, changing staff schedules through shift bids, posting overtime and offering unpaid voluntary early dismissal (VTO).
- Schedule Customer Service staffing to meet forecasted customer call volumes, billing exception cases and customer emails. Reschedule assignments and priorities to compensate for coworkers' absences or real time conditions.
- Monitor real time and cumulative, segmented call volumes and ensure staff are skilled appropriately in the Automated Call Distributor (ACD) to balance staffing availability with real time call loads. Monitor daily performance of staff to ensure adherence to schedules.
- Research, analyze, review, investigate and resolve complex customer billing or process issues. Provide research, compile data, and provide recommendations in regard to utility account issues and complex customer assignments, such as database and spreadsheets.
- Perform technical analysis and skill to formulate functional resolutions for complex billing issues using SAP, Revenue Collector, Trust Commerce Microsoft Office Excel, OpenScape, Verint, and other work computer software. Track, evaluate, report and develop counter measures as needed for offline work backlogs.
- Maintain adherence to all department policies and procedures. Ensure employee confidentiality and security are maintained.
- Federal, State and local laws, in addition to union contracts, must be considered, understood and observed due to their impact on staff scheduling and operations (FMLA, MPSL, Washington State Break laws, etc.)
- Assist in developing procedures, establishing standards, and distributing information. Provide documentation and technical direction for office processes and procedures, recommend and/or develop appropriate office policies, procedures and guidelines that support other City of Tacoma or Utility Departments, City, State and Government Policies, procedures, codes, rules and regulations.
Qualifications
- Graduation from high school or equivalent
- Two years of customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations
- Previous experience with workforce management software preferred
- Proficient experience using Excel including creating pivot tables, report merging, and visual representation of data preferred
Selection Process & Supplemental InformationCity of Tacoma Commitment to Diversity and InclusionTacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws. Apply Interested individuals shouldapply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position. Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration. Reference checks will be conducted on final candidates. Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification. Communication from the City of Tacoma: We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders. If you have any additional questions regarding this position, please contact the Human Resources Department at 253.###.#### before 4pm on the closing date. The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives. Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Vision Coverage: For eligible employees and their eligible dependents. Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type. Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees. Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income. Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) ###-####. Other Employment Information Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit. Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule. Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees. Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice. 01 Responses to supplemental questions must be original content created by the applicant using their own words. The use of online tools or resources to create responses, such as Artificial Intelligence (ChatGPT, etc.), Google, Bing, etc., or plagiarism in any form, is considered cheating and falsification of the application.I understand that any form of cheating or falsification will disqualify my application for further consideration.
02 Are you a high school graduate or equivalent?
03 Do you have two years of customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations?
04 Do you have experience scheduling and/or directing staff's work?
05 If you answered Yes to question #4 above, please provide the number of staff you were responsible for. If you have none, please list N/A . 06 Do you have experience with Workforce Management Software?
07 If you answered Yes to question #6 above, please list which Workforce Management Software products you have experience with. If you have none, please list N/A . 08 INSTRUCTIONS FOR THE EXPERIENCE AND TRAINING TEST:Questions #9-11 are the experience and training test that will be used to establish the eligibility list. These questions will be scored by subject matter experts who will not have access to any of your application materials, and will provide scores based solely upon your answers to the questions. Your answers must stand on their own merit. DO NOT RESPOND WITH SEE RESUME in lieu of answering this question, as raters will not have access to your resume or application and this will result in a score of 0 points and you will fail the test. Your score on the experience and training test will ONLY reflect your response to the questions asked. Please indicate Yes that you have read and understand the instructions for questions #8-10.
09 In 250 words or less, what metrics are essential for workforce planning, and how do you use them to optimize team performance? 10 What strategies do you employ to ensure efficient allocation of resources and personnel to meet project deadlines? Please keep your response to 250 words or less. 11 In 250 words or less, please tell us about a specific, challenging experience scheduling a large number of staff in a single day or less with little direction. How many staff were you scheduling? What did you do? What was the outcome? 12 One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people. 13 Please tell us how you learned about this job opening.
- Job Interest Card notification
- Professional organization
- Military organization
- City of Tacoma employee
- Online job board posting
- Word of mouth
- LinkedIn
- Indeed
- Facebook
- Instagram
- Careers in Government
- Government Jobs
- Outreach Event
- National Diversity Network
- African American Job Network
- Asian Job Network
- Disability Job Network
- Latino Job Network
- Retirement Job Network
- LGBT Job Network
- Veteran Job Network
14 Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Required Question
