Duties, Functions and Responsibilities: - Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. - Coordinates and ensures adherence to quality standards, deadlines and proper procedures of work performed by office, administrative, or customer service employees. - Provides employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. - Interprets and communicates work procedures and policies and procedures to staff and assures compliance. - Responds to and resolves sensitive inquiries and complaints, and issues from both internal and external sources. Interprets policies and procedures and recommends appropriate courses of action. - Acts in a liaison capacity with other departments, divisions, and organizations. - Prepares and presents comprehensive and detailed reports by compiling, reviewing, and analyzing data; provides written and/or oral reports. Works on multiple/diverse complex issues requiring advanced knowledge and experience. - Develops and monitors budget. - Monitors projects performance and timelines. - Responsibilities- Supervision and/or Leadership Exercised: Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal Knowledge, Skills and Abilities: - Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. - Knowledge of the daily operations of the area supported. - Knowledge of supervisory and managerial techniques and principles. - Knowledge of city practice, policy and procedures. - Knowledge of applicable processes, techniques and methods. - Knowledge of fiscal planning and budget preparation. - Skill in oral and written communication. - Skill in handling multiple tasks and prioritizing. - Skill in using computers and related software applications. - Skill in data analysis and problem solving. - Skill in planning and organizing. - Ability to work with frequent interruptions and changing priorities. - Ability to establish and maintain good working relationships with city employees and the public. - Ability to conduct research, identifying and analyzing trends, including root cause analysis.