311 Division Manager (NCSD Division Manager)

Full-time position available with the Neighborhood Services Department, 311 Division, located at 414 E 12th St.
Salary Range: $6,489-$9,734/monthly
Normal Work Days/Hours: Monday-Friday 8:00 a.m.-7:00 p.m.
Application Deadline Date: April 8, 2025


Responsibilities

• Provide dynamic leadership that mentors, develops, and guides successful team members
• Develop workforce forecasting and scheduling to optimize human resources and customer response times
• Assist with the development and administration of the center's annual budget
• Manage all center metrics ensuring resident satisfaction
• Monitor, report, and follow up on all departments' statistical performance and responses to service requests
• Work with all departments to improve responsiveness to residents and make recommendations on ways to improve performance
• Coordinate with all departments to stay up to date on programs, projects, and operational changes to ensure 311 provides up to date responses and reports to residents and other city staff
• Oversee the hiring and training of all new 311 staff
• Provide consistent coaching and training through professional development activities, teambuilding, and tracking of employee satisfaction levels
• Ensure a supportive work environment characterized by empowered staff, high energy, excitement, satisfaction and a sense of pride and ownership
• Make recommendations on improved use of technology in the Call Center as well as new developments and best practices in network communication
• Work with elected officials and the City Manager's Office to provide resolution to complicated customer service issues
• Administer the Cisco Unified CCX Phone system and Cisco Jabber
• Attend and present to City Council, community and neighborhood events as requested
• Provide on demand reports on service requests to elected officials
• Other duties assigned.

Qualifications

REQUIRES an accredited bachelor's degree and 7 years of related professional experience of a progressively responsible nature in public or private sector program that includes one of the following: neighborhood preservation, enforcement or engagement; environmental policy and/or compliance; cultural arts; resident/business customer center management; resident assistance programs to include 2 years of supervisory experience in the related areas; OR an accredited Master's degree and 5 years of related professional experience of a progressively responsible nature in public or private sector program that includes one of the following: neighborhood preservation, enforcement or engagement; environmental policy and/or compliance; cultural arts; resident/business customer center management; resident assistance programs to include 2 years of supervisory experience in the related areas. Preference given for call center experience.


Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

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