Introduction
This is highly responsible administrative and supervisory
work in utilities call center operations.
Nature Of Work
An employee in this class of work is responsible for serving
as supervisor of the utilities consumer services call center operation. Tasks
are of considerable difficulty and include: planning, assigning, and reviewing
day-to-day activities of call center and triage as well as analyzing individual
and team metrics. Under direction, the employee is required to exercise
considerable initiative and independent judgement in developing and
implementing work methods, procedures and goals for subordinate call center
personnel. The employee schedules shift coverage including after hour needs and
is expected to be available if needed. Work is reviewed through conferences,
observation, reports submitted, and results obtained.
Examples of Duties
Directs and oversees the work of subordinates in performance
of assigned duties; completes employee performance evaluations; recommends new
hires, promotions, transfers; administers discipline as needed; responds to
grievances and approves leave requests.
Schedules and tracks team call performance using call center
software tools; analyzes individual and team metrics; prepares performance
reports. Recruits, trains and develops call center representatives; facilitates
the use of on-line training for continuous staff development; ensures that
subordinates communicate with and assist customers efficiently and expeditiously
maintaining effective working relationships with the general public, municipal
officials and other employees.
Develops, implements and reviews team goals, policies and
procedures to ensure effective delivery of customer service and the attainment
of department’s goals and objectives; stays abreast of operating department
policies and procedures in order to communicate latest business issues to
staff.
In conjunction with other supervisory staff assists in
resolution of complex problems in accounts, payments, etc.; answers complaints
regarding service or incorrect charges to recommend adjustments.
Provides input for section budget; prepares reports as
needed for division manager; participates in special projects as assigned;
operates a personal computer and software.
Performs related work as required.
Knowledge, Skills & Abilities
Considerable knowledge of: rules, regulations, procedures,
and functions of the assigned area; codes and ordinances related to utility
services; standard operating practices, procedures and equipment; effective
supervisory techniques.
Working knowledge of: call center software tools; phone
system hardware and software applications; on-line training tools for customer
care staffs; utility billing systems, credit and collection practices, and
other customer care applications; team dynamics, team building and diversity.
Ability to: deal with customer service issues with
sensitivity; serve multiple internal customers as well as all external
customers; analyze information, solve problems and make appropriate
recommendations; prepare clear and concise reports and communicate effectively
both orally and in writing; understand and follow complex oral and/or written
instructions; plan, assign, supervise, and review the work of subordinate
personnel; operate a personal computer and software.
Minimum Qualifications
Graduation from an accredited college or university with a
bachelor’s degree in Business, management, economics or a related field and
five (5) years of experience in customer complaint resolution and two (2) years
in supervisory experience; or an associate’s degree in Business, management,
economics or a related field and seven (7) years of experience in customer
complaint resolution and two (2) years in supervisory experience.
Comments
During periods when the Mayor issues an emergency declaration for
the City of Tampa, all employees may be required to work in preparation,
response or recovery activities related to the stated emergency.