NATURE OF WORK

 

This is responsible supervisory and administrative work in the day-to-day operations of the BrowardCountyCallCenter. The CallCenter provides residents, businesses and visitors a one-stop information service for BrowardCounty services and programs. The CallCenter also functions as the Citizen Information Hotline during county emergencies on a 24-hour basis.  Incumbent is required to work extended and/or overnight hours during emergencies and activations of the EmergencyOperationsCenter.

 

Work involves supervising the Call Center Specialists to ensure quality customer service. Job responsibilities include researching and resolving escalated calls, monitoring adherence to policies and procedures, and developing and implementing training programs. The position reports to the Call Center Manager. Work is performed with considerable independence and is reviewed on the basis of observation and attainment of goals and objectives.

 

 

ILLUSTRATIVE TASKS

 

Provides direct supervision of Call Center Specialists to ensure quality customer service.

 

Monitors the quality of the service provided to the public and ensures a high standard of telephone etiquette is maintained.

 

Ensures that all complaint related issues are handled appropriately. Identifies underlying causes for problems and is proactive in establishing resolutions for escalated calls.

 

Provides leadership and guidance to promote a positive work environment that rewards excellence in customer service.

 

Develops on-going employee training programs.

 

Assists with the management of the CallCenter and works extended and/or overnight hours during 24-hour activations of the Citizen’s Information Hotline as part of the BrowardCountyEmergencyOperationsCenter.

 

Works to create a culture of accountability, integrity and respect.

 

Performs related work as required.

 

 

KNOWLEDGE, ABILITIES & SKILLS

 

Knowledge of customer service practices and procedures.

 

Knowledge of supervisory principles and techniques in a customer service environment.

 

Ability to plan and supervise the work of subordinates.

 

Ability to express ideas effectively both orally and in writing.

 

Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of BrowardCounty’s Ethics and Conflict of Interest policies.

 

Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, color, religion, age, gender, ethnicity, disability, sexual orientation, marital status or political affiliation.

 

Effective planning and organizational skills.

 

 

REQUIRED EXPERIENCE AND TRAINING

 

Graduation from an accredited two (2) year college or university with major course work in business administration, public administration, or related field: four (4) years of customer service experience in a call center environment, including two (2) years in a supervisory role.

 

 

GENERAL INFORMATION

 

Bargaining Unit:                   Government Supervisors Assn. (GSA)

FLSA Status:                       Exempt

Code of Ethics Certification:      No

Class Spec. Estab./Revised:        E10/05; R03/06