6J57

                                                                                                                  PAY RANGE: 15

3-1-1 CONTACT CENTER AGENT SUPERVISOR

GENERAL DEFINITION

            This is supervisory level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class supervises and coordinates the day-to-day operations, functions and activities of a diverse workforce engaged in receiving, processing and responding to requests for non-emergency City services and information. A significant aspect of the work is ensuring quality and efficient customer service delivery. The class is differentiated from the advanced performance level class as employees have supervisory responsibilities and are accountable for carrying out work objectives within the scope of established guidelines. Work is performed under the general supervision of an administrative superior.

ALLOCATING FACTORS:

1. The employees must perform supervisory level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center.

2. The employees must coordinate the day-to-day operations, functions and activities of a diverse workforce engaged in receiving, processing and responding to requests for non-emergency City services and information.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

Coaches and mentors a diverse work team in the delivery of efficient and effective customer service citywide; supervises and coordinates day-to-day customer service activities, projects and initiatives that support the development and implementation of policies, procedures, standards and training; schedules employees and gives assignments to ensure that the 3-1-1 Contact Center is staffed and capable of performing at full capacity twenty-four hours a day, 7 days a week as needed.

Maintains the 3-1-1 Contact Center goals and objectives by developing and implementing policies and procedures in the areas of quality and service; ensures  the delivery of appropriate and accurate information and a timely response to customer requests; identifies and implements processes that efficiently improve customer service performance; provides work instruction  to lower level employees as needed and resolves complex customer service related problems; responds to escalated customer inquiries and complaints and assists subordinate staff with difficult or unusual assignments;

Tracks, monitors and analyzes performance statistics daily, weekly and monthly for daily operations and subordinate staff; provides qualitative and quantitative assessments and reports; develops the performance enhancement plan; documents and evaluates performance and provides feedback on the work of employees; provides reward and recognition for effective and efficient performance and promotes teamwork; encourages and guides lower level employees towards goals; develops strategies to improve performance;

Assesses and identifies developmental needs of lower level employees; recommends and assists with training in the various skills, protocols, procedures needed to ensure efficient customer service; trains employees on the use of the Customer Relationship Management (CRM) application and other information databases/systems; monitors the application of training in the customer service environment.

Interprets the more difficult City regulations and procedures for use in training manuals; ensures that staff is updated regularly on policy and procedures; provides interpretations of departmental regulations and/or city ordinances; develops, writes, and revises work area procedures related to customer service standards; coordinates project activities.

            May participate in the hiring process including conducting interviews and selecting candidate(s) for positions; assists with the planning and managing of budget systems; assists with preparing and presenting budget recommendations to higher management; adjusts work plans and activities according to the budget;

            Represents the department at meetings; attends and participates in leadership training.

            May be required to work evenings, weekends, or extended hours in the event of an emergency;

            Performs related work as required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

· daily functions, operations, policies and procedures of the 3-1-1 Contact Center or contact/call center environment

· Call and/or Contact Center Customer Relationship Management software and telecommunication systems

· customer service principles and practices

· data entry and retrieval principles and practices

· English usage, spelling, grammar, and punctuation

· supervisory principles and techniques

SKILL IN:

· utilizing a multi-screen computer system including a Customer Relationship Management application and other electronic database systems, phone system, headset, facsimile machine and other office equipment

· using internet navigation

· written and oral communication

· understanding and following oral and written instructions

· maintaining customer satisfaction by exercising tact, judgment and patience in dealing with the public

· asking appropriate questions to identify complex or vague requests for City services and information

· accurately recording details of calls and other service requests in a limited time frame

· identifying and retrieving complex information

· organizing and prioritizing multiple tasks

· working independently on difficult or complex tasks and assignments

· establishing and maintaining effective communication and working relationships with City employees, outside agencies and the public

· utilizing alternative methods or solutions to solve problems

· identifying calls which must be referred to 911

· respecting the right of privacy and maintaining the confidentiality of callers

ABILITY TO:

· learn City regulations and procedures

· learn structure and functions of City departments and quasi-governmental agencies

· implement supervisory principles and practices

· provide direction, guidance and motivation to lower level agents

· supervise, support and train a diverse workforce 

· explain and provide guidance on the use of standards and procedures to enter and retrieve information

· prioritize and schedule work to meet work-volume projections

· review work for accuracy and completion

· work under pressure including calm and effective dealing with escalating or difficult calls

· adapt behavior and work methods in response to new information, changing conditions or unexpected obstacles

· simultaneously perform numerous customer service related duties

· prepare and write reports

· understand and explain technical or complex City services or procedures

· evaluate, monitor and ensure compliance with laws, regulations, policies, standards and procedures

· develop 3-1-1 Contact Center policies and procedures

· make sound and well-informed decisions

· manage and resolve conflicts in a positive manner

· anticipate and meet the needs of customers

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards that will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 2/15.)

EDUCATION:

            Education equivalent to completion of the twelfth school grade.

AND

OPTION 1:  311 Contact Center Employees

AND

GENERAL EXPERIENCE:

            Two years of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a high volume call center or the City’s 3-1-1 Contact Center.

AND

SPECIFIC EXPERIENCE:

            Two years of customer service experience at the full performance level receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in the City’s 3-1-1 Contact Center.

OR

OPTION 2:  External Applicants

AND

GENERAL EXPERIENCE:

            Two years of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a high volume call center.

AND

SPECIFIC EXPERIENCE:

            Two years of customer service experience supervising agents responsible for receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a high volume call center.

OR

            Any equivalent combination of education and experience determined to be acceptable the Office of Human Resources which includes the specific experience.

NOTE:  Successful completion of 30 credits at an accredited college or university may substitute for up to one year of the General Experience.

PHYSICAL AND MEDICAL REQUIREMENTS

            Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

                                                                                                                Class Established: 7/08

Consolidated with 6J26: 9/08

Spec. Revised: CSC: 11/12; Ad Board: 12/12

Latest Spec. Revision: CSC:  2/15; Ad. Board: 2/15

JL