Supervisor, Dispatch and Operations Support

1 week ago

Hamilton, Ontario, Canada City of Hamilton Full time

About the City of Hamilton

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

JOB POSTING
JOB ID #: 20372

Supervisor, Dispatch and Operations Support
Public Works
Hamilton Water
330 Wentworth Street North

NUMBER OF VACANCIES:
1 Full-Time Temporary

UNION/NON-

UNION:
CUPE Local 1041 Supv

HOURS Of

WORK:
35.00 per week

  • GRADE:
  • SALARY/

HOUR:
$ $51.037 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/

LENGTH:
Full-Time Temporary (for up to 6 months)

Job Description ID #:
A11310


As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date.

You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.


SUMMARY OF DUTIES


Reporting to the Superintendent of Service Co-ordination, plans, manages, and co-ordinates the Operational and Dispatch Support Staff for Hamilton Water.

This includes all clerical support for the City's Water Meter Portfolio, as well as the oversight of Hamilton Water's Dispatch Area.

This position is responsible for the daily work planning, project management, workload management, and contract management for various Hamilton Water initiatives.

This position also acts as the primary liaison for multiple internal and external groups, to provide customer service and response to inquiries related to water.


GENERAL DUTIES
Develops, administers, and reviews sectional procedures, methods, and techniques in accordance with departmental policies and practices.

Provides full department support in the absence of the Supervisor - Customer Service.

Responsible to ensure that all Hamilton Water charges are applied to proper Alectra Utility accounts. Authority to add or remove charges on water accounts based on compliance with Hamilton Waterworks by-law.


Works with the City's Senior Policy Advisor and Finance Division with respect to accounting procedures related to Water and wastewater services.

Responsible for the oversight of all data input for new and existing accounts for water meters.

Responsible for oversight of all water meter data related to the City's Advanced Metering Infrastructure/Reading (AMI/AMR) system. Responsible for the monitoring, creation and action of reports related to AMI/AMR data.

Maintain and update yearly fee schedule for all Water Meter related charges.


Ensures that all Water Meter related and Call Handling procedures meet current operational requirements and is responsible to audit and make changes to procedures if necessary.


Responds and actions all escalated inquiries,and is responsible to act as a liaison with interdepartmental areas to resolve and complete.

Determine key performance indicators for Water Operations Clerks and Scheduler/Dispatchers and monitor performance against indicators.

Plan, schedule and assign work.

Supervises and leads the day to day operations of the Water Operations Clerks and Scheduler/Dispatchers in support of other departments whose tasks include scheduling and assigning daily work for interdepartmental staff.


Acts as the Primary point of contact with the City's Customer Contact Centre (CCC) to ensure that daily water related inquiries and actions are communicated/addressed in accordance with the Service Level Agreement (SLA).

As Primary Point of Contact with the CCC, is responsible to log all communications for follow up and action.

Monitors Call Handling for Scheduler/Dispatchers and sets standards of service using the CICSO system.

Requires daily, complex decision-making using sound judgement, ingenuity, independent thinking and team building skills to maximize effectiveness of operations.


Liaises with departmental staff, the public, and Elected Officials regarding inquiries and complaints with respect to support for Hamilton Water.


Liaison with the City's Billing Agent for all water billing issues, water meter related issues and all water service issues.


Responsible for administrating water meter service contracts, developing work plans, reviewing documents prior to tendering/proposal, and making recommendations for changes when necessary.

Responsible for developing and implementing procedures for financial control and monitoring of projects within budget.

Ensures that the terms of th

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