POSITION DUTIES AND QUALIFICATIONS
SUMMARY OF DUTIES:
Conducts operational work flow analysis to determine efficiencies and makes recommendations.
DUTIES AND RESPONSIBILITIES:*
Position Specific Summary:
The Management Analyst position at the City of Tucson’s Water Department oversees resource allocation to optimize operational efficiency. This may include staff scheduling, work volume analysis and monitoring performance metrics. This role is crucial in balancing workforce resources with the utility’s business needs to achieve high-quality customer service.
Work is performed under the supervision of the Water Operations Superintendent. This position does not supervise.
Duties and Responsibilities:
- Utilizes and maintains workforce management software and equipment to create and maintain daily schedules and track paid time off for Utility Account Relations Specialists to meet the utility’s business needs. Works with supervisors to ensure that all customer service areas are adequately covered.
- Generates reports to analyze historic and current call volumes, and key performance metrics to uncover or predict service trends to optimize operational efficiency. Distributes reports in various formats to internal and external stakeholders as needed. Documents raw data and saves it to various drives to foster team coherence and collaboration.
- Builds, maintains and updates the Interactive Voice Response Systems to ensure that all systemic options are up to date.
- Creates training schedules and coordinates logistics, invitations, and tracking training progress among participants.
- Liaises with staff as needed utilizing call and workforce management systems to manage account access, worker profiles and assists with troubleshooting.
- Cultivates a positive working relationship with internal stakeholders to gather information and data needed to ensure precise forecasting.
- Performs other duties and tasks as assigned.
Working Conditions:
Mostly office environment.
* All duties, responsibilities listed are subject to change.
QUALIFICATIONS:
MINIMUM REQUIRED QUALIFICATIONS
Education: Bachelor's Degree
Work Experience: Two (2) years of related experience
PREFERRED QUALIFICATIONS
Experience with call center management, workforce management, and Naviline billing systems;
Experience in coordinating employee schedules;
Experience in forecasting and analyzing data;
Experience in implementing process improvement initiatives;
Any combination of relevant education and experience may be substituted on a year-for-year basis.
ADDITIONAL POSITION INFORMATION:
Position Title:
Management Analyst
Department Name:
Water Utility
Department Link:
https://www.tucsonaz.gov/Departments/Water
Recruiter Name:
Alannah Ackley-Mcgill (105676)
Recruiter Email:
tw_hr@tucsonaz.gov
FTE%:
FLSA:
Non-Exempt
Position Type:
Regular
COMPENSATION & BENEFITS
Full Hourly Range: $21.96 - 37.88 USD
The Full Hourly Range reflects the City of Tucson's pay range at the time of posting. The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.
The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings.
With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours.
You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.
POSTING INFORMATION
Posting Close Date:
Applicants must submit their completed application by 01-17-2025 at 11:59 p.m. MST
APPLICATION INSTRUCTIONS
Please see the special application instructions below and follow the directions for applying to this position.
Special Instructions:
As part of the online application process, all applicants are required to submit both an updated resume and cover letter at the time of application. Resumes and cover letters received after the application closing date will not be considered.
Applications received that do not contain a resume and a cover letter addressing the required questions listed below will be considered incomplete and will not be considered further in this recruitment process.
In your cover letter, please ensure to address the following questions:
1. Describe your experience in workforce management in a call center environment.
2. What is your experience in implementing process improvement initiatives? Describe the initiative, your role, and tasks you completed in reference to the implementation.
3. How do you ensure efficient staff allocation and scheduling during peak and off-peak hours?
If you have any questions, please contact Rebecca Rucker at Rebecca.Rucker@tucsonaz.gov.
Background Check: This position has been designated to require a criminal background check.
CITY OF TUCSON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD
The City of Tucson employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services.
The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619.
City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
Questions? If you need assistance applying for any position, please contact tw_hr@tucsonaz.gov
