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Broward County Logo

Human Resources Division
115 South Andrews Avenue, Room 508
Fort Lauderdale, Florida 33301


Class Code:N0099

CALL CENTER MANAGER

NATURE OF WORK

 

This is highly responsible management and administrative work in planning, organizing and directing BrowardCounty’s OneStopInformationCallCenter.

 

The CallCenter provides county residents and visitors with any information desired concerning county programs and services. 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 responsibility for the administration and direction of staff consisting of supervisors and customer service representatives. Job responsibilities include developing and implementing policies and procedures with other agencies that have working business relationships with the CallCenter.

 

Work also involves developing training programs and technology advances to ensure efficient operations.   The job requires considerable independent judgment within the limit of prescribed statutes, ordinances, policies, procedures and professional standards.

 

The position reports to the Director of Public Communication. Work is performed with considerable independence and is reviewed on the basis of written reports, observation and attainment of goals and objectives.

 

 

ILLUSTRATIVE TASKS

 

Plans and manages the day-to-day operations as well as supporting the strategic direction of the CallCenter.  

 

Works closely with supervisors to meet performance targets, monitors real-time performance and analyzes key performance data.

 

Manages workloads and prioritizes responsibilities to meet timeframes. Responsible for scheduling, reporting and staffing of the center.

 

Develops both short and long-term CallCenter goals to improve employee performance and service to the public.  

 

Manages the CallCenter representatives and county volunteers during Emergency Operation Activations.

 

Prepares and monitors the CallCenter budget and prepares special reports as required.

 

Develops, implements and maintains strategic, fiscal and capital improvements plans for the CallCenter.

 

Performs related work as required.

 

 

KNOWLEDGE, ABILITIES AND SKILLS

 

Considerable knowledge of the call center industry and its principles, practices and procedures, including Customer Relationship software systems.

 

Considerable knowledge of the customer service and the telephony industries.

 

Considerable knowledge of the principles of management and their applications to the operations of a customer service call center team.

 

Considerable knowledge of county policies and procedures.  

 

Ability to plan, manage and supervise the work of subordinates.

 

Ability to forecast, monitor and maintain staffing, scheduling and training that ensures stated service goals will be met.

 

Ability to assess both supervisors and customer service representatives to determine training needs and development of staff to exceed the Call Center’s strategic plan.

 

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.

 

 

REQUIRED EXPERIENCE AND TRAINING

 

Graduation from an accredited four (4) year college or university with major course work in business administration, public administration, or related field; four (4) years of customer service management experience in a call center environment; or any equivalent combination of relevant training and experience.

 

 

GENERAL INFORMATION

 

Bargaining Unit:                   Unrepresented

FLSA Status:                       Exempt

Code of Ethics Certification:      No

Class Spec. Estab./Revised:        E10/04; R02/06



 

 


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