At Jacobs, we challenge what is currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them - people. Jacobs Engineering is seeking an experienced supervisor for the Citizen Response Center. The responsibility of this position includes, but is not limited to, the supervision of all functions associated with the Citizen Response Center (CRC) for the City of Centennial project. Bring your team-focus, adaptability, and commitment to excellence, and we’ll help you grow what drives you - and deliver the world’s most challenging Operations Management projects, together. #omfs #bia #ourjacobs Essential Duties & Responsibilities: • Participate in and provide input for annual reviews of Citizen Response Center staff. • Participate in and provide input and guidance on annual priority/goal settings for Citizen Response Center Staff. • Participate in and provide input on all process flow change requests, team conflicts, or any other area of personnel or procedural concerns. • Manage Citizen Response Center Staff. • Manage day-to-day operational and escalation support, as needed or assigned. • Motivate team members to meet departmental goals and provide a supportive team environment. • Assist all department heads in working with citizens and community groups to resolve neighborhood concerns. • Monitor compliance with performance standards based on client contract. • Implementation and oversight of a Quality Assurance Program, which would include the review of phone calls, web requests, and any other forms of communications and processes to ensure customer service standards are met. • Provide oversight of the Citizen Response Center Knowledgebase and necessary revisions and updates. • Act as the liaison between the Jacobs Customer Support Center and the Citizen Response Center teams for support and guidance on issues. • Provide training for new and existing Citizen Response Center team members for success. • Provide guidance, coaching, and mentoring to all Citizen Response Center team members. • Assist team members with resolving escalated or complex inquiries. • Serve as a subject matter expert for the Citizen Response Center policies and procedures. • Manage and oversee the intake of all inquiries or complaints via telephone, electronic mail, or website requests from the public and provide answers, if known or through research, or make the proper referral. • Performs all Citizen Responder duties as needed. • Performs other similar duties as assigned. • High School diploma or GED • Five (5) years call center and data analysis experience, • Two (2) years of supervisory or management experience. • Ability to communicate both verbally and electronically in a clear and concise manner with Customers, Management, Office Staff, City Staff, and Field Personnel • Strong inter-personal relationship skills and the ability to interpret, apply and explain work management procedures. Ideally, You’ll Also Have: • Minimum two (2) Years Municipal Government Experience. • Bachelor’s degree in communications or business administration or Equivalent. Working Conditions & Physical Requirements: Safety is a core value at Jacobs. We are committed to providing a safe and healthy workplace for all employees. This position will spend a substantial amount of time performing safety sensitive labor or services. Due to the nature of the job passing a Fitness for Duty testing is required to ensure candidates for this position are physically and functionally fit to perform the essential physical work functions of this safety sensitive position without posing a direct threat to the health or safety of themselves or others. The physical and environmental demands required to perform the essential duties of this position include standing, walking, sitting, coordination, balance and agility demands, which may include the ability to stoop, kneel, squat, grasp, reach, perform repetitive hand movements. Additional demands may involve a specific level of dexterity, grip strength, climbing and cardiorespiratory demands. The work areas may be indoor, outdoor, have loud noise, active machinery, high pressure fluid systems, electrical equipment, confined spaces, heights and depths, fumes, air borne particles, noxious gases, and chemicals. The use of appropriate safety equipment will be mandatory in these areas to prevent hazardous contact. Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.