Call Center Supervisor - Baltimore City Department of Information Technology

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work.

About the Role

A Call Center Supervisor evaluates the performance of, disciplines, and recommends the hiring, firing, and promoting of subordinate customer service agent personnel. The work involves supervising customer service agent and clerical staff. Incumbents receive general supervision from an administrative superior. Employees in this class work a rotating shift including weekends and legal holidays. Work is performed in an office with few hazardous conditions but may involve some mental pressure and stress. Work requires minimal physical exertion.

Responsibilities

• Supervise customer service agent and clerical staff.
• Assign, review, and correct the work of subordinate customer service representatives.
• Recommend revisions and changes to operational policies and procedures.
• Decipher, interpret, and understand complex requests for City services or information.
• Train new employees.
• Compile and maintain records and reports.
• Establish and maintain effective working relationships with the general public, City employees, and shift work staff.

Requirements

On or before the date of filing the application, each candidate must meet the following qualifications:

• Education: Have graduated from an accredited high school or possess a GED certificate.
• Experience: Have three years of experience as a Call Center Representative in a “Call Center” environment, including operating a computer terminal for data entry or word processing, and one year of lead work experience in assigning, reviewing, and correcting the work of subordinate customer service representative staff.

Equivalency: An equivalent combination of education and experience may be accepted.

Knowledge, Skills, and Abilities

• Knowledge of the practices and procedures of computerized data entry.
• Skill in operating basic Windows-type applications.
• Skill in dealing with the public effectively, tactfully, and calmly.
• Skill in exercising tact, diplomacy, and sound judgment in sensitive or stressful situations.
• Skill in recording data accurately within limited time periods.
• Ability to speak clearly and concisely in English.
• Ability to operate computer terminals and keyboards.
• Ability to type or stroke with speed and accuracy.
• Supervisory ability.

Benefits

The City of Baltimore offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also provides wellness programs, support groups, and workshops.

Learn more about our benefits: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Pay

Salary Range: $53,641.00 - $87,426.00 Annually

Additional Information

• Background Check: Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or fingerprinting.
• Probation: All persons, including current City employees, selected for this position must complete a mandatory six-month probationary period.
• Eligibility: Qualified candidates will be considered for vacancies as they arise, for a period of at least six months.
• Education Accreditation: Applicants’ education must be obtained from an accredited institution. Education credentials obtained outside the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.

For questions, contact Ayomide Arodoye, Recruitment & Talent Acquisition Specialist II, via email at Ayomide.Arodoye@baltimorecity.gov.