Team Leader - Customer Service (Open to Internal DWSD employees only)

Full Job Description

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:

RELATED JOB FUNCTIONS:

• 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

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

• Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, employee development, and employee training and discipline
• Contact center workforce management principles including forecasting, scheduling, and real-time adherence
• Quality assurance monitoring methodologies and call evaluation processes
• Call Center performance metrics such as ASA, AHT, CSAT, FCR, and service level performance
• Data analysis and reporting methods used to improve operational performance
• Industry standards within the water and sewerage industry
• Workforce management and telephony systems used in contact center environments

SKILL TO:

quality teams

ABILITY TO:

• Supervise workforce optimization and quality assurance functions within a contact center environment
• Interpret operational metrics and implement strategies to improve performance
• Lead quality improvement initiatives to enhance customer service delivery
• Communicate operational insights and recommendations to leadership
• Manage multiple priorities in a fast-paced operational environment
• Foster collaboration between operational teams to support service delivery goals
• Communicate effectively, both verbally and in writing with internal and external customers
• Understand and follow verbal and written instructions
• Establish, build and maintain effective working relationships
• Communicate frequently with team members and other units across the Department about process, equipment or potential problems
• Direct team activities
• Work with advanced technology and departmental applications
• Make work processes more effective and efficient
• Maintain regular and reliable attendance

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

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

Additional Information