$32.71-$48.95 Hourly / $5,669.73-$8,484.67 Monthly / $68,036.80-$101,816.00 Yearly
An employee in this class of work serves as a supervisor of the
Mobility Department consumer services call center operation.
Tasks are of considerable difficulty and include: planning, assigning, and
reviewing day-to-day activities of the call center and triage as well as
analyzing individual and team metrics. Under direction, the employee is
required to exercise considerable initiative and independent judgment in
developing and implementing work methods, procedures and goals for subordinate
personnel. The employee schedules shift coverage including after hour needs and
may be required to address issues outside of normal business hours. Work
is reviewed through conferences, observation, reports submitted, and results
obtained.
Directs and oversees the work of subordinates in performance of
assigned duties; completes employee performance evaluations; recommends new
hires, promotions, transfers; responds to grievances and approves leave
requests.
Schedules and tracks team call performance using call center
software tools; analyzes individual and team metrics; prepare 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 maintain 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 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.
Perform related work as required.
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 staff; utility billing systems, credit and
collection practices, and other customer care applications; team dynamics, team
building and diversity.
Ability to: handle 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 related software.
Evaluation of education and experience. Drug testing is included in all pre-employment processing.
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.