Class Code: 00099
CALL CENTER MANAGER
NATURE OF WORK
This is highly
responsible management and administrative work in planning, organizing and
directing
The
Incumbent is
required to work extended and/or overnight hours during emergencies and
activations of the
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
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
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
Manages the
Prepares and
monitors the
Develops, implements
and maintains strategic, fiscal and capital improvements plans for the
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
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