Qureos Mentor

City of Detroit

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$80,000.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>Michigan, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Temporary Special Service Staff</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>20260392910748SS</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Police Department</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/19/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>4/19/2026 12:59 AM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>9000-Non Union Salary Regular Service General</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<p></p><div><div><b>Program Overview:</b></div><div>
Many individuals facing repeated mental health crises and/or chronic homelessness in Detroit make extensive use of emergency services. To address this, the Mental Health Co-Response Program, a partnership between the Detroit Police Department (DPD), Detroit Wayne Integrated Health Network (DWIHN), and the City of Detroit&rsquo;s Housing and Revitalization Department (HRD), was established in 2020. Utilizing a three-pronged approach, the goal of the Mental Health Co-Response Partnership is to improve the city&rsquo;s response to individuals experiencing mental health crises and to prevent future crises by connecting them to supportive services. The three prongs are Crisis Intervention Team (CIT) Co-Response, 911 Integrated Response, and Detroit Homeless Outreach Team (DHOT).</div><div></div><div><b><br>
Mental Health Communications Coordinators</b></div><div>
Overview: The main function of mental health communications coordinators (MHCC) is to ensure effective triage of mental health-related calls for service to appropriate services. MHCC&rsquo;s will work alongside call takers in Detroit&rsquo;s 911 Call Center to assist with the recognition of a person experiencing a mental health crisis and work toward de-escalating the crisis until emergency personnel arrives to the scene. MHCC&rsquo;s will operate over two shifts (11am-7pm; 7pm-3am), 7 days a week.</div></div><p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div>Responsibilities:</div><ul><li>
Provides crisis intervention, suicide prevention, information &amp; referral, and brief supportive counseling to clients who call 911 and are in emotional distress and/or seeking information on available mental health services.</li><li>
Interacts with clients and the community by telephone and provides professional assessments to determine if a face-to-face/telehealth behavioral health evaluation is needed.</li><li>
Utilizes the 911 phone system (Intrado) and Central Square Computer Aided Dispatch (CAD) system to update or append mental health related calls for service.</li><li>
Refers mental health calls for service to the appropriate emergency personnel or agency (non-emergency calls).</li><li>
Develops case history of clients, provides wrap-around services, and implements individual treatment plans.</li><li>
Achieves program objectives by providing operational mental health support in the 911 call center and triages calls to co-response units, when available, and ensures the proper documentation.</li><li>
Develops case history of clients, provides wrap-around services, and implements individual treatment plans.</li><li>
Promotes individual and group action towards individual growth and socially desirable goals.</li><li>
Maintains appropriate program databases and client, case, and public records.</li><li>
Assists in training and provides consultation to other employees engaged in social service work.</li><li>
Provides instruction and guidance to a variety of individuals in personal and group settings.</li></ul><ul><li>
Reports project risks and outcomes to appropriate management channels and escalates issues according to project work plan.</li></ul></div><p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div><b>Qualifications:</b></div><ul><li>
Bachelor&rsquo;s Degree in Social Work, Psychology, Counseling, Nursing the Human Services, the Social Services, or a related field. Master&rsquo;s Degree in Social Work (preferred)</li><li>
One (1) year of experience in social work in a recognized agency which includes responsibility for decisions regarding handling of individual client social problems.</li></ul><div><b>
Knowledge, Skills, and Abilities:</b></div><ul><li>
Knowledge of principles and methods of social work.</li><li>
Knowledge of legal requirements governing public social work.</li><li>
Knowledge of work of public and private social agencies.</li><li>
Skill in tactful and effective oral and interpersonal communication with clients, client associates, community organizations, human services agencies, and citizens.</li><li>
Skill in operating personal computers and common office software.</li><li>
Skill in crisis intervention.</li><li>
Ability to diagnose social cases.</li><li>
Ability to plan and execute treatment and secure client cooperation.</li><li>
Ability to perform crisis intervention.</li><li>
Ability to establish and maintain relationships with community organizations and human services agencies.</li><li>
Ability to work effectively under deadline pressure.</li></ul><div></div><div><b><br>
Licenses:</b></div><ul><li>
To complete University of Michigan&rsquo;s Registered Behavior Technician (RBT) Training upon hire.</li><li>
To complete RMS and CAD Training upon hire.</li></ul></div><p></p>
<div><h2 class="jobSectionHeader"><b>Supplemental Information</b></h2></div>
<p></p><div><div><div><b>Appointment term is based upon availability of grant funds.</b></div></div></div></div></div><p></p>
<br><div></div><div><div><div><p><b>Medical Plan Offering </b><b>for Administrative Special Services Employees</b><br>
The City of Detroit is pleased to continue to provide a medical plan option to our Administrative Special Services Employees for the 2020 plan year. This plan is provided by Blue Care Network of Michigan and utilizes their PCP Focus Network. This plan provides you with the opportunity to receive an enhanced level of benefits and pay less out of your paycheck for your medical plan. There are two important requirements that you should consider and understand if you should decide to enroll in this plan. You will have to choose a primary care physician that serves within the PCP Focus network. This primary care physician coordinates your care. The network includes over 22,000 Primary Care Physicians. There are also Wellness Requirements that you (the subscriber) must meet in order to remain in the enhanced level of benefit.<br>
<br>
<b>Administrative Special Services Staff (Exempt) are eligible for the following benefits:</b></p><ul> <li><b>CURRENT SICK LEAVE</b> &ndash; Granted (3) months of continuous service. (1) day per month, not to exceed (12) days per year. </li><li><b>VACATION</b> &ndash; Granted (1) day per pay period, not to exceed 20 days per fiscal year </li><li><b>PAID HOLIDAYS</b> &ndash; Granted if paid for 600 straight time hours in the (12) months prior to the holiday </li><li><b>MILEAGE REIMBURSEMENT</b> - Granted on same basis as regular employees. </li><li><b>WORKERS COMPENSATION</b> &ndash; Covered by applicable laws. </li><li><b>UNEMPLOYMENT COMPENSATION</b> - Covered by applicable laws. </li><li><b>HOSPITALIZATION</b> &ndash; You are eligible to purchase healthcare benefits for yourself and your dependents under a group rate. You will be responsible for the full premium, <i>no employer contribution will be applied.</i><b><i> </i></b>Please review the Health Care Plan Options Booklet for more detailed information. </li><li>This position is not eligible for the City Pension Plan, dental, vision, optical, death, life, disability, funeral, reserve sick or jury duty<i>. </i></li></ul><b>Administrative Special Services Staff (Non-Exempt) are eligible for the following benefits:</b><ul> <li><b>CURRENT SICK LEAVE</b> &ndash; Granted (3) months of continuous service. (1) Day per month, not to exceed (12) days per year. </li><li><b>VACATION</b> &ndash; Granted on the following basis:</li></ul><div><b>Terms of Service </b><b>Vacation leave Earned </b><br>
Less than 6 months None<br>
After 6 months &amp; (1000 work hours)5 days<br>
After 1 year An additional 5 days<br>
2-5 years 10 days<br>
6-7 years 11 days<br>
8-9 years 12 days<br>
10-12 years 13 days<br>
15- years15- years</div><ul> <li><b>PAID HOLIDAYS</b> &ndash; Granted if paid for 600 straight time hours in the (12) months prior to the holiday </li><li><b>OVERTIME</b> - Granted on same basis as regular employees. </li><li><b>MILEAGE REIMBURSEMENT</b> - Granted on same basis as regular employees. </li><li><b>WORKERS COMPENSATION</b> &ndash; Covered by applicable laws. </li><li><b>UNEMPLOYMENT COMPENSATION</b> - Covered by applicable laws. </li><li><b>HOSPITALIZATION</b> &ndash; You are eligible to purchase healthcare benefits for yourself and your dependents under a group rate. You will be responsible for the full premium; <i>no employer contribution will be applied.</i><b><i> </i></b>Please review the Health Care Plan Options Booklet for more detailed information. </li><li>This position is not eligible for the City Pension Plan, dental, vision, optical, death, life, disability, funeral, reserve sick or jury duty<i>.</i></li></ul></div></div></div><p></p>

Mental Health Communications Coordinator (TASSS II - Exempt)

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$58,900.00 - $88,300.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>Michigan, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Classified- Regular (DWSD Only)</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>CT-032026-502062</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Water Department</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/19/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>3/22/2026 11:59 PM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>9071-Non Union Appointees (DWSD)</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<div><p><i>This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.</i><br>
<br>
<i>Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.<br>
</i><br>
<br>
</p><div>The Maintenance Planner will receive and process in asset management system Cityworks all incoming requests for maintenance work City-wide and will report to the Maintenance Planning Supervisor. This position will also be responsible for performing long-range and short-range planning, including the regular analysis of backlog relative to available resources, as well as coordinating directly with respective team leads to assemble and schedule planned job packages containing all necessary information that the assigned crew is likely to have need for in job execution.</div></div><p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div><b>ESSENTIAL JOB FUNCTIONS:</b></div><ul><li>
Receives all requests for maintenance work</li><li>
Determine the nature of the problem or repair request</li><li>
Open new work orders in CITYWORKS and/or WAM based on work request and job site visit</li><li>
Coordinate with respective team leads as necessary to select and describe the most efficient and optimal way to perform the job</li><li>
Determines and sequences the job by specific and logical tasks or steps and determines resource requirements.</li><li>
Assembles the planned job package which contains detailed work order(s): Job plan detail by task, labor deployment plan by craft and skill, descriptions of tools and equipment required for each task, bill of materials and acquisition plan for parts procurement; required permits, clearances, etc.; and prints, sketches, photos, special procedures, specifications, sizes, tolerances, and other technical references that the assigned crew is likely to have need for in job execution.</li><li>
Schedules work only when all required resources (other than manpower) are on-hand.</li><li>
Receives completed job packages from team leads, records failure coding and details field work completed in CITYWORKS and closes work order.</li><li>
Follows security and safety policies and procedures in carrying out work duties.</li></ul><div></div><div><b><br>
RELATED JOB FUNCTIONS:</b></div><ul><li>
Performs long-range and short range planning which includes the regular analysis of backlog relative to available resources.</li><li>
Analyzes the backlog, ensuring all planned work is prioritized and backlog relief exists</li><li>
Schedules work to ensure work between multiple crews in Maintenance and Repair are well coordinated and communicated.</li><li>
Assist team leads to coordinate off-schedule emergency work orders as necessary.</li></ul></div><p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div><b>REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)</b></div><ul><li>
High School Diploma or GED</li><li>
One to Three (3) years of experience related to the field and/or job assignment</li></ul></div></div></div><p></p>
<br><p></p><div><div><div><div><div><b>EMPLOYMENT BENEFITS</b></div></div><div><div><div><div><div><div>The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:<br>
<br>
<b>HEALTH</b><ul> <li><b>Medical - </b>Eligible for hospital, surgical, and prescription drug benefits. </li><li><b>Dental</b> </li><li><b>Vision</b></li></ul><b>INSURANCE</b><ul><li><b> </b><b>Life Insurance - </b>Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. </li><li><b>Long-Term Disability Insurance (Income Protection Plan) - </b>The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.</li></ul><b>PAID TIME OFF</b><ul> <li><b>Sick Leave</b> </li><li><b>Vacation</b> </li><li><b>Holidays</b></li></ul><b>OTHER LEAVE BENEFITS</b><br>
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,<br>
<br>
<b>RETIREMENT BENEFITS</b><br>
<b>City Employees Retirement System</b><br>
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:<br>
<ul><li>Completion of thirty (30) years of service;</li><li>At age sixty (60) if you have at least ten (10) years of service, or </li><li>At age sixty-five (65) with eight (8) years of service.</li><li>In the event of disability, other eligibility rules apply);</li><li>An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;</li><li>Employees are vested after ten (10) years of service, regardless of age. </li></ul><br>
<b>ADVANCEMENT OPPORTUNITIES - </b>Employees have many opportunities for growth and career advancement throughout all City departments and divisions.<br>
<br>
<br>
<b><i>Have a successful career with the City of </i></b><b><i>Detroit</i></b><b><i>. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of </i></b><b><i>Detroit</i></b><b><i>.</i></b></div></div></div></div></div></div></div></div></div><p></p>

Maintenance Planner Scheduler

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$74,880.00 - $85,280.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>Michigan, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Certified-Regular Civil Service</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>2025381723151DOTTO</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Dept of Transportation</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/19/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>5/1/2026 11:59 PM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>3900-Association of City of Detroit Supervisors</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<p></p><div><div>Under general supervision, supervises a moderate sized group of repair workers and others in the maintenance or repair of automotive and other related equipment.</div></div><p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div>1. Supervises the work of a moderate sized group of repair workers, helpers and others engaged in the servicing, maintenance and repair of automotive and other gasoline-operated equipment including trucks, passenger vehicles and other construction equipment.</div><div>
2. Assigns work and provides instructions relative to work orders and repair work.</div><div>
3. Inspects repair work in process and upon completion.</div><div>
4. Assigns subordinates to maintain and repair units and parts in pumps involving task such as tightening pump rods, refacing pumpseats, fitting keys in pump impellers, grinding valves and checking bearing adjustments in pump barrel.</div><div>
5. Ensures that required parts are available.</div><div>
6. Reviews records prepared by subordinates.</div><div>
7. Prepares requisitions for supplies, materials and parts.</div><div>
8. Maintains records such as employee schedules, lubrication of automotive equipment and duties performed and generate reports thereon.</div><div>
9. Performs tests on equipment before and after repairing to determine operating condition.</div></div><p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div>High School graduation or GED with successful completion of coursework in shop and auto repair work.</div><div>
</div><div>
Four years of experience in assembling, repairing and maintaining automotive equipment including two years of experience in a supervisory capacity.</div></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Supplemental Information</b></h2></div>
<div><p><b>Evaluation Plan</b></p><ul><li>
Interview: 70%</li><li>
Evaluation of Training, Experience &amp; Personal Qualifications: 30%</li><li>
Total of Interview and Evaluation T.E.P: 100%</li></ul><b>
Additional points may be awarded for:</b><ul><li>
Veteran Points: 0 &ndash; 15 points</li><li>
Detroit Residency Credit: 15 points</li></ul>
LRD: 10/01/2024</div></div></div><p></p>
<br><p></p><div><div><div><div><div><b>EMPLOYMENT BENEFITS</b></div></div><div><div><div><div><div><div>The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:<br>
<br>
<b>HEALTH</b><ul> <li><b>Medical - </b>Eligible for hospital, surgical, and prescription drug benefits. </li><li><b>Dental</b> </li><li><b>Vision</b></li></ul><b>INSURANCE</b><ul><li><b> </b><b>Life Insurance - </b>Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. </li><li><b>Long-Term Disability Insurance (Income Protection Plan) - </b>The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.</li></ul><b>PAID TIME OFF</b><ul> <li><b>Sick Leave</b> </li><li><b>Vacation</b> </li><li><b>Holidays</b></li></ul><b>OTHER LEAVE BENEFITS</b><br>
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,<br>
<br>
<b>RETIREMENT BENEFITS</b><br>
<b>City Employees Retirement System</b><br>
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:<br>
<ul><li>Completion of thirty (30) years of service;</li><li>At age sixty (60) if you have at least ten (10) years of service, or </li><li>At age sixty-five (65) with eight (8) years of service.</li><li>In the event of disability, other eligibility rules apply);</li><li>An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;</li><li>Employees are vested after ten (10) years of service, regardless of age. </li></ul><br>
<b>ADVANCEMENT OPPORTUNITIES - </b>Employees have many opportunities for growth and career advancement throughout all City departments and divisions.<br>
<br>
<br>
<b><i>Have a successful career with the City of </i></b><b><i>Detroit</i></b><b><i>. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of </i></b><b><i>Detroit</i></b><b><i>.</i></b></div></div></div></div></div></div></div></div></div><p></p>

Auto Repair Foreman

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$53,600.00 - $80,400.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>DWSD -735 Randolph Detroit MI 48226, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Classified- Regular (DWSD Only)</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>KC-032026-502061</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Water Department</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/18/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>3/20/2026 11:59 PM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>9031-Non Union Appointees (DWSD)</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<div><p><i>This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.</i><br>
<br>
<b>Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.</b></p><div><b><br>
SUMMARY:</b></div><div>
The Workforce Optimization Analyst is responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outgoing phone, chat, appointment setting, dispatching and email volume for Detroit Water and Sewerage Department (DWSD) Customer Service Call Center.</div><div></div><div><b><br>
ESSENTIAL JOB FUNCTIONS:</b></div><ul><li>
Tactical planning and historical trend analysis to ensure call center achieves key performance indicators on a daily and interval basis.</li><li>
Data analysis to achieve service level objectives, improve efficiencies and deliver exceptional customer service</li><li>
Monitor, adjust and optimize human resource utilization real-time to meet operational and business objectives.</li></ul><div></div><div><b><br>
RELATED JOB FUNCTIONS:</b></div><ul><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing needs</li><li>
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are complying and service levels are met</li><li>
Responsible for assisting in the daily efforts to provide outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment</li><li>
Keep up to date with technology and infrastructure</li><li>
Facilitate meetings</li><li>
Set priorities</li><li>
Recommend and ensure DWSD policies and procedures are followed</li><li>
Improve schedules for efficient use of resources to achieve service level goals</li><li>
Initiate schedule adjustments based on real-time monitoring of inbound and outbound queues for variances to forecasts</li><li>
Process real-time schedule requests</li><li>
Review and approve agent time off and schedule change requests</li><li>
Provide support for ad-hoc requests and projects</li><li>
Provide daily/intraday performance reports to Leadership</li><li>
Monitor WFM systems performance</li><li>
Collaborate with multiple teams to identify opportunities to further optimize performance</li><li>
Performs any other related duties as required or assigned</li></ul><div></div><div><br>
Perform related work duties as assigned.</div></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div><b>Knowledge of:</b></div><br>
<div></div><ul><li>
Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.</li><li>
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.</li><li>
This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.</li><li>
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.</li></ul><ul><li>
Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment</li><li>
Ability to prioritize and meet tight deadlines</li><li>
Compiles Analytical Metrics</li><li>
Proactively identify risks, and opportunities around business performance</li><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing</li><li><div><b>
KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul></li><div></div><li><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div></li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div><b>KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul><div></div><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div><div></div><div><b><br>
ABILITY TO</b><b>:</b></div><ul><li>
Demonstrate decision making/complex problem solving</li><li>
Proactively gather the right data from appropriate source</li><li>
Probe/consider all the facts, other perspectives</li><li>
Conduct root cause analysis</li><li>
Prioritize key factors</li><li>
Act decisively, promptly and confidently</li><li>
Refer to long-term plans and goals</li><li>
Prioritize and meet deadlines</li><li>
Analyze with attention to detail, timeliness and accuracy</li><li>
Effectively utilize appropriate security and safety equipment and procedures</li><li>
Communicate effectively, both verbally and in writing with internal and external customers</li><li>
Understand and follow verbal and written instructions</li><li>
Establish, build and maintain effective working relationships</li><li>
Communicate frequently with team members and other units across the Department about process, equipment or potential problems</li><li>
Work with advanced technology and departmental applications</li><li>
Learn new software and procedures</li><li>
Make work processes more effective and efficient</li><li>
Maintain regular and reliable attendance</li><li>
Work with minimal supervision</li><li>
Sit or stand the entire workday viewing a computer monitor</li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Supplemental Information</b></h2></div>
<div><p>REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)</p><ul><li>
3+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.</li><li>
Experience with Workforce Management software including forecasting, scheduling, performance tracking, and reporting and contact center applications (ex. BrightPattern and Aspect)</li></ul><div></div><div><b><br>
ESSENTIAL REQUIREMENTS</b></div><div></div><div><b><br>
Physical Requirements:</b></div><div>
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.</div><div></div><div><b><br>
Environmental Working Requirements</b>:</div>
Work is performed in an office or plant environment with exposure to computer screens and noise.<br>
Other Requirements: Valid Michigan Driver&rsquo;s License<div>
Ability to work irregular hours, to commute to DWSD facilities and work sites, and respond to after-hour emergencies and on-call responses.</div><div></div><div><br>
This title is a non-Civil Service and at-will position. The organization may, in its sole discretion, fill this position on a full-time basis. The organization may in its sole discretion utilize a contract of employment, &ldquo;direct hire&rdquo;, or other process to fill the Position within this Title. Incumbency in a position within this title does not create a property right or expectation for the incumbent. The presence of this title or the position within this title does not in any way restrict the organization&rsquo;s sole discretion to utilize independent contractors or other means to provide for the performance of this work</div></div></div></div><p></p>
<br><p></p><div><div><div><div><div><b>EMPLOYMENT BENEFITS</b></div></div><div><div><div><div><div><div>The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:<br>
<br>
<b>HEALTH</b><ul> <li><b>Medical - </b>Eligible for hospital, surgical, and prescription drug benefits. </li><li><b>Dental</b> </li><li><b>Vision</b></li></ul><b>INSURANCE</b><ul><li><b> </b><b>Life Insurance - </b>Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. </li><li><b>Long-Term Disability Insurance (Income Protection Plan) - </b>The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.</li></ul><b>PAID TIME OFF</b><ul> <li><b>Sick Leave</b> </li><li><b>Vacation</b> </li><li><b>Holidays</b></li></ul><b>OTHER LEAVE BENEFITS</b><br>
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,<br>
<br>
<b>RETIREMENT BENEFITS</b><br>
<b>City Employees Retirement System</b><br>
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:<br>
<ul><li>Completion of thirty (30) years of service;</li><li>At age sixty (60) if you have at least ten (10) years of service, or </li><li>At age sixty-five (65) with eight (8) years of service.</li><li>In the event of disability, other eligibility rules apply);</li><li>An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;</li><li>Employees are vested after ten (10) years of service, regardless of age. </li></ul><br>
<b>ADVANCEMENT OPPORTUNITIES - </b>Employees have many opportunities for growth and career advancement throughout all City departments and divisions.<br>
<br>
<br>
<b><i>Have a successful career with the City of </i></b><b><i>Detroit</i></b><b><i>. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of </i></b><b><i>Detroit</i></b><b><i>.</i></b></div></div></div></div></div></div></div></div></div><p></p>

Workforce Optimization Analyst (Internal employees only)

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Workforce Optimization Analyst (Internal employees only)