County of Alameda

DESCRIPTION

Under general direction, plans, organizes, and directs the work of one or more units within the Customer Service Call Center of the Alameda County Department of Child Support Services. . Call Center Supervisors investigate and resolve escalated or difficult customer service complaints and calls from the general public. Incumbents participate in the recruitment, hiring, and training of Customer Service Agent staff, evaluate their performance and take disciplinary action when appropriate. Incumbents must maintain a knowledge and understanding of policies and procedures for the Department of Child Support Call Center; maintain the confidentiality of information; serve as the backup for customer service agent staff during high call volume periods; act as a subject matter expert in the use of automated call centers; and write call center policies, procedures, and training materials.


DISTINGUISHING FEATURES

These positions are located in the Alameda County Department of Child Support Services (ACDCSS). Call Center Supervisors are responsible for supervising the work of call center staff engaged in receiving and processing telephone calls from the general public and providing general or specific case information in a professional and courteous manner. Positions allocated to this class differ from any other classification in that the primary functions of this position are to provide first line supervisory oversight to Lead Call Center Representatives, Call Center Representatives and related staff in the call center. Call Center Supervisor is distinguished for the lower level position of Lead Call Center Representative in that the Supervisor is responsible for the first line supervising functions while the Lead class is responsible for providing lead and oversight support to the Supervisor and staff in the call center.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Directly supervises Call Center Representatives, Lead Call Center Representatives and/or related support staff involved in the Department of Child Support Call Center; monitors work in progress, as well as completed assignments; assists with the more complex customer service issues

2. Analyzes case issues brought to the attention of the call center and works as a liaison with Caseworkers or Supervisors to forward those issues to the appropriate unit

3. Maintains written reports and records indicating the production of all personnel in the unit; is responsible for maintaining set performance levels (this includes quantitative and qualitative goals which are set by the department)

4. Maintains all files of unit staff

5. Holds regular staff meetings and training sessions to keep personnel informed of any procedural and or regulatory changes involving their work

6. Assists in the development of training materials and conducts training of staff

7. Handles any complaints concerning staff

8. Approves and denies absences and vacation time

9. Conducts periodic employee performance reviews

10. Makes recommendation for hiring and disciplinary action and works closely with the Manager of the call center unit or Department of Child Support management and administrative staff on all performance and conduct issues

11. Audits call center activity for adherence to approved processes; monitors program statistics; prepares and/or implements recommendations based on findings

MINIMUM QUALIFICATIONS

Education:

Graduation from High School, or possession of a certificate of proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate,

And

Either I

Experience:

The equivalent of one year of full-time experience as a Lead Call Center Representative (ACDCSS) in the Alameda County Department of Child Support Services


Or II
Experience:

The equivalent of two years of full-time experience as a Call Center Representative (ACDCSS) or Child Support Case Worker II in the Alameda County Department of Child Support Services

Or III

The equivalent of four years of full-time experience in a call center, at least one year of which must have included direct supervisory work

Or IV

Experience:

Any combination of training, education and experience that will provide the required knowledges and abilities listed below.

Special Requirement:

A thorough background investigation, including fingerprinting will be conducted of all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. A felony conviction will be disqualifying.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

Knowledge of:

• Laws, regulations, policies and audit requirements pertinent to the call center and Child Support Program
• Principles of personnel management, employee supervision, evaluation and training
• Organization and function of the various units/sections of the Department of Child Support Services
• Automated systems capability and applications; modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, and Outlook
• Laws, regulations, and codes governing the access to, and use of, confidential information and legal documents
• Legal terminology applicable to child support documents
• Techniques and practices for dealing with individuals from various social-economic and ethnic groups, in person, via telephone, and through correspondence (including stressful contacts with irate and hostile individuals)
• Modern call center technology


Ability to:

• Plan, direct and coordinate the work of others
• Guide and evaluate the development of subordinates
• Interpret and explain procedures to others, and answer a variety of questions related to department programs and processes
• Exercise sound judgment when prioritizing, organizing, assigning and monitoring workload
• Develop and deliver training; work under pressure in a high volume call center environment
• Use a multi-line, call center phone system
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public
• Maintain confidentiality
• Evaluate and control problematic situations and offer solutions
• Diffuse hostile client callers
• Listen, understand, follow and communicate oral and written directions and apply them effectively in a variety of situations
• Use sound judgment when evaluating a wide variety of information; identify alternatives from diverse sources and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines
• Effectively communicate verbally while using excellent telephone etiquette skills
• Effectively communicate in writing; including accurate spelling, proper grammar, punctuation, and correct vocabulary

CLASS SPEC HISTORY

Newspec: 1157
RE:cs 10/19/11
CSC Date: 11/2/11

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees)
• Accidental Death and Dismemberment Insurance 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 11 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Catastrophic Sick Leave
• Group Auto/Home Insurance
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.