County of Alameda

Call Center Manager, Department of Child Support Services (#1158)

$39.00-$47.87 Hourly / $3,120.00-$3,829.60 BiWeekly /
$6,760.00-$8,297.47 Monthly / $81,120.00-$99,569.60 Yearly


DESCRIPTION
Under general direction, to manage, supervise, plan, staff, organize, and direct the operation of the Alameda County Department of Child Support Services Call Center; and to perform other related work as required.


DISTINGUISHING FEATURES

This is a single-position class located in the Alameda County Department of Child Support Services (ACDCSS) and reports to a senior or executive level manager. The incumbent in this class has the responsibility for managing, recommending, planning and implementing policies and procedures necessary for the operation of the department’s call center. Incumbents also resolve difficult administrative problems and coordinate assigned activities with other divisions and outside agencies regarding call center operations. This position is distinguished from the lower level class of Call Center Supervisor in that the Manager is responsible for managing the day-to-day functions of the call center while the Supervisor is responsible for first-line supervising duties.

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. Plans, coordinates, and directs the operation of the call center ensuring conformance to policies and procedures established by higher level management, Federal and State law, and County ordinances; recommends and plans for program policies and procedures and develops the recommendations and monitors expenditures; allocates staff needed to accomplish goals and objectives; evaluates quality and results of services provided; coordinates program activities with other service providers both in and out of the County service.

2. Reviews and approves actions or decides upon course of action in the most sensitive case problems that could not be solved at a lower level; interprets laws and regulations for staff, clients, public, and outside organizations; addresses community groups and conducts training sessions as required; confers with subordinate supervisors on unit problems such as work distribution, personnel problems such as training needs, and performance evaluation and technical problems related to call center activities.


3. Researches, directs, and participates in studies that seek solutions to call center issues and problems; researches, directs, and manages special projects that may lead to new call center methods and procedures; oversees collection of data to evaluate new techniques and procedures; acts as liaison between individuals, community groups, clients, Federal, State, and County agencies to resolve problems, share information, or facilitates integrated collaborative services to maximize resources; maximizes the use of automated systems for call center operations.

4. Reviews and participates in the selection, assignment, training, and evaluation of subordinate personnel; approves recommendations of subordinate supervisors or initiates disciplinary actions and resolves grievances when appropriate; participates with and informs labor organizations regarding problem resolutions, new programs, and procedures and operations issues; confers with administrative management on personnel problems and policy matters.

5. Participates in agency strategic planning, helping to determine the scope and nature of call center services; represents the Department at meetings, conferences and public hearings; represents the Department with County, State, and Federal officials; maintains appropriate public relations, informing upper management as to status and content; responds to other agencies and community groups; prepares a variety of reports and correspondence.

6. Plans, attends, and holds staff meetings, conferences, and staff development; confers with other Department management to develop strategies and plans for recruitment, retention and the training and development of staff.

MINIMUM QUALIFICATIONS
Education:
Graduation from high school, possession of a Certificate of Proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate.

And Either Pattern I
Experience:

The equivalent of one-year full-time experience as a Call Center Supervisor, Child Support Supervisor I, or Child Support Supervisor II in Alameda County classified service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or Pattern II
Experience:

The equivalent of four years of full-time supervisory experience in a call center environment. (Possession of a Bachelor’s degree may be substituted for two years of the required experience.)


Special Requirements:

1. Must possess a valid California State Motor Vehicle Operator’s license.

2. 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:

• Organization, programs, and functions of the various operational areas of Child Support Services. Client and public relations
• Federal, State, and local laws, codes, and regulations pertinent to child support services
• Principles of personnel management, employee supervision, evaluation and training
• 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
• 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:

• Provide management oversight of a call center
• Effectively plan, direct, coordinate, and evaluate the work of others to ensure performance standards are met or exceeded
• Guide and evaluate the development of subordinates
• Interpret, apply, and explain complex laws and regulations
• Interpret and explain procedures to others, and answer a variety of questions related to department programs and processes
• Represent the Department of Child Support Services in dealings with representatives of other agencies, departments, and the public
• Exercise sound judgment when prioritizing, organizing, assigning and monitoring workload
• Develop and deliver training; work under pressure in a high volume call center environment
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public
• 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 analyze information to identify trends and opportunities for improvement
• 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: 1158
RE:cs 10/19/11
CSC Date: 11/2/11
AS:cs Revised 11/19/14
CSC Date: 12/10/14

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
  • Employee Mortgage Loan Program
  • 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
  • 1st 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.