Location: Washington,DC, USA
The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a contract between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.
Job Title:Analyst, Performance ControlJob Code:P0568Supervises Directly:NoNew or Revised:RevisedRegular or At-Will:At-WillDate Last Revised:6/5/2024Exempt or Non-Exempt:ExemptUnion/ Non-Union:Non-UnionDepartment Name and Division:Customer Care-Center of ExcellenceSalary Schedule:Non-Union Salary RangeCost Center Code:600015Grade:NU16Essential Position:YesReports To:Supervisor, Performance ControlEEO Code:ProfessionalsWork Format:HybridWho We Are & What We Do:
At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.
Role Description:
The Analyst, Performance Control is responsible for gathering, monitoring, and reporting of all Customer Care department Metrics, develop and facilitate onboarding and department trainings. Perform Quality Assurance / Control (QAQC) reviews for the Contact (Call / ECC) Center, Meter Operations, Revenue Assurance, Collections & Escalations Support. These functions include the gathering / managing of business data for weekly / monthly reporting; performance measuring / tracking, collaborating with unit supervisors / managers for performance recommendations and IT liaison issue tracker. Prepares various reports, recommendations for review of the Branch Supervisor and keeps the supervisor informed of all situations pertaining to day-to-day operations of the Unit.
Essential Duties & Responsibilities:
Supervisory Responsibilities: N/A
Key Working Relationships: Interacts with co-workers throughout the department and the Authority, federal and local government agencies and with the public. Works in collaboration with functional and cross-functional teams, peers, and management.
Skills & Qualifications:
The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.
Required Skills & Qualifications:
Required Experience and Minimum Education:
Bachelor's degree in Business Administration, Accounting, Finance, or similar field, from an accredited college or university and three (3) years of progressive experience in Billing, Collections, Meter Operations, and the Contact (Call / Emergency Command) Center with experience in training and spreadsheet development. Or High School diploma or equivalent and seven (7) years of progressive experience in Billing, Collections, Meter Operations, and the Contact (Call / Emergency Command) Center with experience in training and spreadsheet development.
Required Skills:
Required Licenses & Certifications: N/A
Required Languages: English
Physical Requirements: General office conditions
*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.
Your Experience at DC Water:
At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life's most precious resource in the nation's capital.
We are proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The Americans with Disabilities Act prohibits discrimination against qualified individuals with disabilities.
If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email ...@dcwater.com.
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