Team Leader - Customer Service (open To Internal DWSD Employees Only)

Team Leader

This title is a non-Civil Service and at-will position. The organization may in its sole discretion fill this position on a full-time or part-time basis. The organization may in its sole discretion utilize a contract of employment, "direct hire", or other process to fill the Position within this Title. Incumbency in a position within this title does not create a property right or expectation for the incumbent. The presence of this title or the position within this title does not in any way restrict the organization's sole discretion to utilize independent contractors or other means to provide for the performance of this work. Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time. SUMMARY: The Team Leader is responsible for supervising, guiding, directing, and developing staff within the Detroit Water and Sewerage Department (DWSD) Call Center/Customer Service operations. This position provides leadership and oversight of the Workforce Optimization Analyst and Quality Assurance Analyst functions, ensuring alignment between staffing strategies and quality performance, and service level goals. The Team Leader monitors operational performance, supports workforce planning, and ensures quality monitoring processes are implemented to enhance customer experience and operational efficiency.

ESSENTIAL JOB FUNCTIONS:

• Supervise and provide leadership to the Workforce Optimization Analyst and Quality Assurance Analysts to ensure operational efficiency and service quality
• Serve as a backup resource for Workforce Optimization and Quality Assurance functions during staff absences or operational needs
• Oversee workforce optimization and quality assurance functions to ensure alignment with Customer Service operational goals and service level objectives
• Review workforce planning activities including forecasting, scheduling, real-time monitoring, and staffing optimization to ensure operational performance targets are met
• Oversee quality assurance processes including call monitoring, calibration sessions, and performance feedback
• Review workforce management reports, staffing forecasts, and operational metrics to monitor call center performance
• Review quality assurance evaluations, calibration results, and quality trends to ensure consistency and adherence to customer service standards
• Collaborate with Customer Service leadership to identify trends, staffing needs, and service improvements
• Ensure that workforce planning strategies and quality monitoring processes support departmental performance goals
• Provide coaching and performance feedback to staff to improve operational efficiency and service quality
• Ensure compliance with DWSD policies, procedures, and call center performance standard
• Prepare and deliver performance evaluations and development plans for assigned staff
• Responsible for managing team productivity
• Coordinate and plan work assignments
• Responsible for time/record keeping (UltiPro) and preparing necessary reports that include logs and computer files
• Conduct and attend meetings with staff and management

RELATED JOB FUNCTIONS:

• Creating, maintaining and adhering to Standard Operating Procedures
• Perform shift work which includes all day, afternoon, night, weekend and holiday assignments
• Follow security and safety policies and procedures in carrying out work duties
• Facilitate quality calibration and operational review meetings
• Identify training opportunities based on quality and performance trends
• Support operational reporting related to workforce management and quality assurance
• Assist with implementation of new technologies and operational processes
• Assist in disaster preparedness
• Coordinate communication between customer service, quality assurance, and workforce management teams
• Assign shifts, work weeks, holiday coverage, etc.
• Keep up to date with technology and infrastructure
• Facilitate meetings
• Assist in prioritizing operational tasks and workflow to support service delivery goals
• Train, coach and develop staff
• Recommend and ensure DWSD policies and procedures are followed
• Perform related work duties as assigned

Minimum Qualifications

REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry):

• Associate's degree in related operational or functional field, such as Business Administration, Business Management, Public Administration or Communications from an accredited college or university; or an equivalent combination of education and relevant work experience
• A minimum of three (3) years of experience in a customer service or contact center environment
• A minimum of one (1) year of supervisory, leadership, or team lead experience

PREFERRED REQUIREMENTS:

• Experience with workforce management systems, quality monitoring programs, or contact center reporting tools
• Experience conducting call monitoring and quality evaluations in a contact center environment

ESSENTIAL REQUIREMENTS:

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Environmental Working Requirements:

Work is performed in an office or plant environment with exposure to computer screens and noise. This position is primarily performed in a remote work environment; however, employee may be required to report to the office or other DWSD facilities at any time based on operational needs, meetings, training, or departmental requirements. Other Requirements: Valid Michigan Driver's License

Employment Benefits

The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:

HEALTH:

• Medical - Eligible for hospital, surgical, and prescription drug benefits.
• Dental
• Vision

INSURANCE:

• Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.
• Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF:

• Sick Leave
• Vacation
• Holidays

OTHER LEAVE BENEFITS:

The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave, RETIREMENT BENEFITS City Employees Retirement System As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

Completion of thirty (30) years of service; - At age sixty (60) if you have at least ten (10) years of service, or - At age sixty-five (65) with eight (8) years of service. In the event of disability, other eligibility rules apply); An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service; Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions. Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.