Supervisor-Call Center Operations

Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

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.

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.

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.

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, high school with ten (10) years of experience in customer complaint resolution including five (5) years in utilities service and five (5) years in supervisory experience.

Evaluation of education and experience.

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