Program and Operations Supervisor, Senior

The City of Richmond Department of Public Utilities – Customer Service Field Operations is seeking a qualified candidate to fill the Program & Operations Supervisor, Senior position. The selected candidate will supervise staff in the Customer Service Logistics Center.

It will be assigned to work 8am – 4:30pm, and must be available to work flexible schedules including evenings and weekends, as needed.

This is an essential position, which requires the selected candidate to report to work for emergency and on-call duty in response to inclement weather/natural disaster.

This position is not overtime eligible.

• Supervising all Logistics staff and their supervisors;
• Scheduling and assigning work assignments to appropriate crews, both on an emergency and non-emergency basis;
• Monitoring workload, overtime, and performance to ensure proper work order completion;
• Coordinating with other City departments or outside agencies as necessary to ensure safety and proper use of resources;
• Disseminating accurate information to internal and external customers;
• Training new employees, recommending hiring and termination decisions, and conducting performance evaluations;
• Generating routine reports;
• Developing policies and procedures for dispatch personnel to ensure proper guidelines are followed

• Bachelor's degree in business or public administration, or field related to assignment
• Five years of journey-level professional experience in area related to assignment
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

• Minimum 3 years supervisory experience
• Experience working in an emergency communications environment
• Experience working with Microsoft Office Suite
• Experience working in utilities field service/logistics communications environment is a plus

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES:
These are a representative sample; position assignments may vary.

• Data analysis, and management
• Communicating and coordinating with various internal and external departments
• Electronic databases and related software applications such as Service Suite, CISProd, Web Ex, etc.
• Emergency Utilities communications practices and procedures
• Project management
• Resource management

• Senior level supervisory oversight of an emergency communications team
• Evaluating forecasted workforce data to adequately manage staffing requirements and needs
• Managing auditing system for quality assurance/control
• Investigating and responding to customer complaints
• Oral and written communications
• Gathering and interpreting data routinely
• Managing contracts, projects, data and reports
• Providing leadership to staff including coaching, guiding, mentoring, and recommending discipline

• Supervise others and demonstrate leadership
• Motivate employees
• Show empathy and compassion
• Multi-task, prioritize, organize, and follow procedures
• Problem solve and make decisions
• Establish goals and objectives
• Set timetables, achieve milestones, track progress, and take corrective actions
• Handle stressful situations
• Interpret and apply relevant data and policies

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as…