Customer Communications Center (CCC) Supervisor (Management Analyst II)

Customer Communications Center (CCC) Supervisor (Management Analyst II)

Salary

$70,149.87 - $122,762.22 Annually

Location

WASTEWATER COLLECTION DIVISION (WCD), 6000 FREDS OAK RD, BURKE (FL06), VA

Job Type

FT Salary W BN

Job Number

26-01117

Department

DPWES Wastewater Management

Opening Date

07/25/2026

Closing Date

8/7/2026 11:59 PM Eastern

Pay Grade

S24

Posting Type

Open to General Public

• Description
• Benefits
• Questions

Job Announcement

The Water Resources and Infrastructure (WRI) Customer Communications Center (CCC) is the backbone of efficient customer service for Wastewater and Stormwater Management in the Department of Public Works and Environmental Services (DPWES). Are you a supervisor that has leadership skills and operational expertise that can develop frontline agents, monitor performance metrics, and collaborate with branches, divisions and departmental management to deliver outstanding customer service?

The CCC is staffed 24 hours a day, seven days a week on 8- to 12-hour rotating shifts, including holidays, weekends, and County administrative leave days. This position is responsible for administrative and supervisory duties for the CCC that answers emergencies calls for stormwater and sanitary sewer and dispatches inspectors to investigate the concerns, responds to emails and/or any other type of communication concerning sanitary sewer or stormwater drainage systems. Monitors the pumping stations alarm system as well as providing after-hours support for other branches, divisions, and agencies including the director's office of DPWES. This position combines people leadership with operational excellence, requiring strong coaching abilities, data-driven decision making, and the capacity to maintain service quality under pressure.

Key responsibilities include:

• Provides work instructions and directions to the CCC staff regarding calls, emails, texts, and other types of communication ensuring that all emergency calls are dispatched promptly and appropriately;
• Analyzes call records to ensure work processes are followed and that resolutions to inquiries from residents, homeowners, other agencies, contractors, etc. are appropriate;
• Develops and coordinates staff training to provide updates of compliance regulations, agency practices and CCC Standards of Operating Procedures (SOPs) and protocols;
• Makse work assignments and create work schedules;
• Monitors, evaluates, and coaches staff performance;
• Performs quality review for accuracy and consistency of service requests and work orders in the asset management system;
• Ensures compliance reporting with local, state, and federal agencies is timely and accurate;
• Duties are performed under the supervision of the Environmental Services Supervisor for Trouble Response.

The ideal candidate must have:

• Supervisory experience in a call center environment, preferably with 24/7 operations.
• Analytical skills to interpret performance metrics and implement improvements.
• Ability to problem solve and resolve conflict. Uses insight into situations to find timely and innovative solutions to solve customer inquiries/concerns.
• Decision-making ability and demonstrates sound judgment while working independently
• Effectively communicate - clear verbal and written communication skills for interacting with team members, supervisors, management, and the public, as well as completing reports and documentation.
• Strong leadership, interpersonal, and coaching skills - ability to work well and interact well with others. Supports employee growth and development.
• Ability to independently and proactively identify tasks or anticipate what needs to be done and take action.
• Ability and willingness to learn processes and procedures and take initiative to learn and put it into practice.

Wastewater Management positions are responsible for providing uninterrupted sewer service to residents during extreme inclement weather or other emergencies. This position is designated as emergency service and is subject to 24-hour on-call and may be required to report to work during extreme inclement weather or other emergencies, including after-hours and weekend work during emergency incidents to fulfill emergency service duties. Overtime may be mandated when emergencies occurred related to the health, welfare, or safety of either the public or employees.

Wastewater Management is part of the Department of Public Works and Environmental Services (DPWES), please visit us here to learn more about us.

DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone.

Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual and financial wellness. Please review our awesome benefits:

• Benefits
• Retirement

The appointee to this position is subject to emergency callback 24 hours a day/seven days a week (24/7) to respond to snow, flood, and other designated emergencies requiring division resources, on an as-needed basis.

In 2026, all Wastewater Collection Division assignments will be permanently located at the new Water Resources and Infrastructure building, located at 6000 Freds Oak Road, Burke, VA 22015. Position may require traveling to multiple Fairfax County sites.

NOTE: The functional areas of this position are customer service, leadership, training development and implementation, and business process maintenance and improvement.

Employment Standards

MINIMUM QUALIFICATIONS:

Any combination of education, experience, and training equivalent to the following:

(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")

Graduation from an accredited four-year college or university with a bachelors degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.

CERTIFICATES AND LICENSES REQUIRED:

Valid drivers license.

NECESSARY SPECIAL REQUIREMENTS:

The appointee to this position will be required to complete a criminal background check, a pre-employment physical examination, and driving record check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Two years of experience working in and/or supervising a call center
• Two years of experience analyzing business or work processes and implementing process improvement
• Two years of experience developing and delivering staff training and implementing employee development initiatives
• One year of experience in wastewater and/or stormwater management systems
• One year of experience using an asset management system and/or GIS-based systems
• One year of experience using MS Office (Teams, Outlook, Excel, etc.)

PHYSICAL REQUIREMENTS:

Ability to communicate clearly and effectively, both verbally and in writing, in person, by telephone, through video conferencing, text messaging, and other electronic communication methods. Ability to occasionally lift, carry, push, pull, or move materials weighing up to 15 pounds, with or without reasonable accommodation. Ability to operate a computer, keyboard, mouse, telephone, and other office equipment to input, access, retrieve, review, and manage information for extended periods. Ability to operate a County vehicle and travel to various County facilities, work sites, and emergency response locations as required. Ability to receive emergency calls, research information, make decisions, dispatch crews and inspectors by phone and text, respond to pump station alarms, and open security gates for emergency responders. Ability to stand, walk, stoop, bend, reach, and move throughout office buildings, County facilities, industrial sites, construction areas, uneven terrain, and outdoor work environments, including verifying the security of doors and monitoring cameras. Ability to work extended hours, including nights, weekends, holidays, and emergency response events, and to be onsite when required to support emergency operations. Physically and mentally able to wear and use all required personal protective equipment (PPE), including hard hats, eye and hearing protection, safety footwear, high-visibility apparel, and fall protection equipment when required. Position is generally sedentary and requires the ability to sit for extended periods, including shifts up to 12 hours, while performing work at a computer workstation. Visual acuity sufficient to effectively use computer monitors and review documents, maps, reports, text, and other data for prolonged periods. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:

Panel interview and may include exercise.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

#LI-JT1

Merit Positions

Fairfax County is proud to offer employees an attractive and comprehensive benefits program, including the following:

• Medical/Vision/Dental Insurance Coverage
• Group Term Life Insurance
• Long Term Disability
• LiveWell Program
• Flexible Spending Programs
• Paid Leave (annual, sick, parental, volunteer activity, and more!)
• Paid Holidays
• Contributory Retirement Plan
• Deferred Compensation
• Employee Assistance Program
• Employees Child Care Center
• Continuous Learning Opportunities

Please click here for a summary of our benefits.

NOTE: Fairfax County Government is a qualifying employer under the Public Service Loan Forgiveness program. For more information about the PSLF program: Public Service Loan Forgiveness | Federal Student Aid

For additional details please visit the Countys benefits webpage.

Non-Merit Positions

• Non-Merit Benefit Eligible: scheduled to work a minimum 1,040 hours and no more than a maximum of 1,560 hours in a calendar year.

• Medical/Vision/Dental Insurance Coverage

• Flexible Spending Program

• Deferred Compensation

• Temporary: scheduled to work a maximum of 900 hours in a calendar year.

• No benefits

01

What is the highest level of education that you have completed?

• Less than 12th grade
• High school diploma or GED
• Some college
• Associates degree
• Bachelors degree
• Masters degree
• Doctorate degree

02

If you answered "Some college" for the highest level of education completed, please indicate the number of quarter or semester hours you have completed towards a related degree.

• Less than 45 quarter hours
• 45 to less than 90 quarter hours
• 90 to less than 135 quarter hours
• 135 to less than 180 quarter hours
• 180 or more quarter hours
• Less than 30 semester hours
• 30 to less than 60 semester hours
• 60 to less than 90 semester hours
• 90 to less than 120 semester hours
• 120 or more semester hours
• Not applicable

03

Please indicate all major(s) or minor(s) for your completed degree(s). Check all that apply.

• Public administration
• Business administration
• Economics
• Public policy
• Other (related field)
• Other (non-related field)
• Not applicable

04

If you answered "Other (related field)" or "Other (non-related field)" for the previous question, please list the discipline of your degree. If this question does not pertain to you or you do not possess a degree, enter "N/A".

05

How many years of full-time equivalent professional experience do you have within the assigned functional areas of customer service, leadership, training development and implementation, and/or business process maintenance and improvement?

• None
• Less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five to less than six years
• Six or more years

06

Do you currently possess a valid drivers license?

• Yes
• No

07

How many years of supervising experience in a call center do you possess?

• None
• Less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five to less than six years
• Six or more years

08

How many years of experience do you have in wastewater and/or stormwater industry?

• None
• Less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five to less than six years
• Six or more years

09

How many years of experience do you have working in a call center or in dispatching?

• None
• Less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five to less than six years
• Six or more years

10

Do you have experience in any of the following? Check all that apply.

• GIS
• Asset Management System
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft Teams
• Twilio, Cisco, or other business phone system
• None of the above

11

Please indicate your level of proficiency with Microsoft Outlook.

• Beginner (Basic knowledge of identifying the components of the Outlook environment; composing email messages; sending and receiving email messages; organizing email messages into folders; managing contacts; scheduling appointments; scheduling meetings, managing tasks, notes and journal entries)
• Intermediate (Knowledge of customizing message settings; organizing and locating Outlook messages; setting calendar options; tracking activities using the Journal; assigning and tracking tasks; sharing folder information; customizing the Outlook environment)
• Advanced (Extensive knowledge of almost all functions of program including personalizing your email; organizing Outlook items; managing data files; managing contacts and contact information; saving and archiving email; creating a custom Outlook form; working offline and remotely)
• No experience

12

Please indicate your level of proficiency with Microsoft Teams.

• Beginner (Basic ability to join and participate in meetings, send and receive messages for one-on-one or small group chats, access team channels, and perform simple file sharing)
• Intermediate (Schedule and manage meetings, use shared files and collaboration tools, manage team chats, add and delete members from established chats and channels, utilize tags, coordinate communication among team members, and troubleshoot common issues)
• Advanced (Manage Teams environments for groups or projects, create and maintain team channels and sub-channels structures, manage notifications and permissions, optimize team collaboration, coordinate and conduct meetings and training with internal and external users, share files, videos, screen presentations, and support others in using advanced features)
• No experience

13

This position is considered essential personnel for purposes of continuity of operations and may be required to respond during inclement weather or emergency situations. Are you willing and able to report to work during these situations?

• Yes
• No

Required Question

Employer Fairfax County

Address 12000 Government Center Pkwy. Suite 270

Fairfax, Virginia, 22035

Phone 703-324-3311

Website http://agency.governmentjobs.com/fairfaxcounty/default.cfm