Customer Relations Call Center Manager

Are you a strategic leader with a passion for customer service and a focus on operational efficiency? Denver Water is hiring a Customer Relations Call Center Manager to oversee our contact center. This role plays a key part in enhancing the customer experience for more than 1.5 million people.

You’ll lead a high-performing team, manage workforce planning, improve service strategies through technology and automation, and collaborate across departments to strengthen service delivery. Your leadership will drive continuous improvement in customer operations and help shape the future of how we serve our community.

If you’re experienced in contact center operations and process improvement, this is your chance to make a meaningful impact at Denver Water.

Position Summary

Plan, direct, strategize and coordinate Denver Water's customer experience across the organization. Responsible for providing leadership in creating a customer-centric organization focused on delivering seamless customer experience and creating satisfied and supportive customers. Improve customer service performance and productivity through continuous process improvement and efficiencies to make it easy to do business with Denver Water. Ensure continuous development of high performing teams and technology to exceed customer expectations.

Supervisory Responsibilities

This position has formal supervisory responsibilities over other employees.

Essential Duties and Responsibilities:

Location of Position

Denver, CO

Onsite or Hybrid

Hybrid- This position offers a hybrid schedule working a minimum of two days in the office in the Denver Metro Area

Salary/Hourly

Salaried

Hiring Range

$105,399.90-$119,453.22 Annually

Position Requirements

Education and Experience:

Licenses, Registration, and Certifications:

•

None

About Denver Water

Denver Water is committed to creating a diverse work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Applications will be accepted until a sufficient number is received. Denver Water reserves the right to either close or extend a posting.

Denver Water proudly serves high-quality water and promotes its efficient use to 1.5 million people in the city of Denver and many surrounding suburbs. Denver Water aspires to be the best water utility in the nation. The organization is a responsible steward of the resources, assets, and natural environment entrusted to us to provide a high-quality water supply, a resilient and reliable system, and excellent customer service.

Denver Water offers excellent benefits that include a pension plan, 401K Plan with a 3% match, 457 Deferred Compensation Plan, Health and Dental coverage, Life Insurance, and Paid Time Off. A background check will be conducted to verify the information submitted on the application. Please be sure that all information on the application is correct and complete, do not say ""see resume"". If the application is not fully completed, we (Denver Water), will not accept your application.

We are committed to the health and well-being of our employees. Smoking, including e-cigarettes, is prohibited on all Denver Water property.

An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. If the position is deemed safety-sensitive or requires a CDL you will be placed on the random drug and alcohol testing list which means you may be tested if your name is selected while employed at Denver Water.

Denver Water is an Equal Opportunity Employer. We are dedicated to building a culturally diverse workforce. We encourage applications from women, People of Color, veterans, and people with disabilities.

Brianna Vega

1600 W. 12th Ave.

Denver, CO. 80204-3412

Brianna.vega@denverwater.org

EOE/MF