The 311 Call Center Manager, under limited supervision, plans, organizes, and directs the activities relating to the proper operation of the 311 Call Center. Responsible for a centralized citizen/customer database that initiates, tracks, addresses, and reports cases. Manages and directs all inbound call center operations. Communicates and coordinates on-time closure of all cases with multiple departments and contractors. Develops, implements and reviews call center procedures and policies relating to the operation of 311 to ensure an efficient high standard of customer service is delivered. Prepares special reports for our City Manager and Commissioner of Public Works as requested.
EDUCATION AND EXPERIENCE
Bachelor’s degree in business administration, public administration or related field. Certificates or additional training in social media or software development is preferred. Three (3) years of professional work experience in a fast-paced agency or organization with a high focus on exceeding customers’ expectations. Experience managing employees.
SKILLS, KNOWLEDGE & ABILITIES
Ability to make decisions and find solutions to problems. Ability to prepare and manage budgets and schedules. Ability to interact and communicate effectively with the public. Significant knowledge of computer software such as Windows, Microsoft Office, Adobe Creative Suite, as well as experience with social networking websites. High level of proficiency with spreadsheet applications including
Excel and other Microsoft Office Suite applications. Must have excellent skills in editing various types of web content ranging from general text content to specialized digital content. Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details. Knowledge and/or experience with HTML, CSS, web analytics, and content management systems is a plus. Ability to coach and manage employees. Bilingual skills (English-Spanish) helpful.
Job Type: Full-time
Pay: $58,778.94 – $76,426.49 per year
Mandatory mask in all common areas of worksite. Vaccines required, or mandatory weekly testing. hand sanitizer and PPE products available for all staff.
Work Location: One location
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