The Customer Service Supervisor leads the contact center's daily operations and supervises up to 15 contact center staff. The incumbent provides general guidance while supervising daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. Provides supervision and technical assistance to the customer service team to attain departmental and organizational goals. Maintains in-depth working knowledge of the City's functions, systems, and processes, including those related to water delivery/billing, waste collection, housing inspection, and civil engineering. The Customer Service Supervisor must acquire and maintain an in-depth working knowledge of contact center management software, i.e., Ignite Client, Mitel Contact Center Client, OAISYS call recording and evaluation, and Workforce Management Software.
Bachelor's Degree in Business, Communications or equivalent, and 5 years of progressively more responsible professional level work in customer service, with 2 of the 5 years in a supervisory capacity.
A Master's Degree in Public or Business Administration may be substituted for one year of the above-required experience.
Three years of contact center supervisory experience, including call evaluation and coaching may be substituted for the five years of total experience.
Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.
Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.
Applications must specifically address each of the minimum qualifications, directly showing how each is met.
A background investigation and evidence of Employment Authorization and Identity is required prior to employment. All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.
Medical Examination & Drug and Nicotine Testing
Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen. Applicants offered employment with the City will be required to pass a nicotine screening. Newly hired employees must remain tobacco and nicotine free as a condition of continued employment. The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.
An Equal Employment Opportunity Employer