$31.76-$47.52 Hourly / $5,505.07-$8,236.80 Monthly / $66,060.80-$98,841.60 Yearly
An employee in this class of work serves as a supervisor of the Transportation Stormwater Services 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.
: 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.
: 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.
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.