Class Code: 00098
CALL CENTER SUPERVISOR
NATURE OF WORK
This is responsible
supervisory and administrative work in the day-to-day operations of the
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
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
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