CALL CENTER MANAGER 0103

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class manages the day-to-day operation of the County’s 311 Call Center. The employee develops professional standards and assists call center staff with content management to ensure that public inquiry and service goals are met. Responsibility is included for planning, developing, and implementing call center strategies and operations, and for recommending changes to systems and processes. Work is performed under the general supervision of an administrative supervisor, and is evaluated through reports submitted by the incumbent, and by the quality of service rendered as reported by public 311 users. Does related work as required.

TYPICAL WORK ACTIVITIES

Manages call center representatives to ensure that proper policies and procedures are followed, and that confidentiality of customer information is maintained;

Trains and supervises staff in the use of the Customer Relationship Management (CRM) technology;

Utilizes CRM to create, route, and track service requests across County organizations and to monitor and track inbound calls;

Assists staff with calls, answers questions as needed and handles the more difficult calls;

Analyzes performance indicators within CRM technology to monitor and improve individual and overall call center performance;

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends; Develops and implements new operating procedures as needed;

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, evaluating and developing employees through continuous improvement strategies;

Maintains professional and technical knowledge by tracking emerging trends in call center operations through attendance of educational workshops, review of professional publications and establishment of personal networks.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Thorough knowledge of the operation of a call center; good knowledge of standard supervisory techniques; ability to speak clearly and distinctly in a well-modulated and pleasant voice, and to use correct grammatical construction and choice of words; ability to instruct new operators and to plan, schedule, assign and review their work in a manner conducive to full performance and high morale; ability to remember accurately, within a reasonable training period the names and locations of personnel in the organization served; ability to operate a large call center under conditions of emergency, or of heavy load, calmly and efficiently; ability to keep simple records accurately; ability to understand and follow oral and written instructions; physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS

OPEN COMPETITIVE

Graduation from a college with federally-authorized accreditation or registration by NY State with a Bachelor’s Degree and six (6) years of experience working in a high-volume call center.

R 4/7/2022

SUFFOLK COUNTY

Competitive