Manager, Call Center

About the role

Supervises Customer Service Representatives (CSRs) to ensure optimum utilization of services and equipment. Interfaces with the public and corporations utilizing the system, and with other county departments. The primary duty of the employee in the position allocated to this class is to spend a major portion of the time communicating with, motivating, training, and evaluating employees, planning and directing their work; having the authority to recommend transfers, suspensions, promotions, discharges, reassignment, rewards or discipline for subordinate employees. Responsible for overall establishment of customer service and overall daily functions of the EZ TAG Services call centers with an emphasis on high level of customer satisfaction by ensuring quality customer service in the resolving of customer needs.

Responsibilities

• Supervises call center functional areas that include telephone and customer services, secretarial services, security, and mail service through subordinate supervisors or staff.
• Responsible for all call center operations and directs the work of employees to ensure maximum use of time and resources.
• Makes recommendations concerning staffing and other operational matters.
• Plans workload, workflows deadlines, work objectives, and time utilization with employees.
• Evaluates employees through establishing evaluation criteria and responsibilities and meeting regularly with employees to ensure the pre-established criteria are met.
• Responsible for reports and supporting documentation of call centers' daily and monthly activities.

Requirements

• High School diploma or GED.
• Two (2) to four (4) years of experience in customer service, public interaction, or a call-center environment, including one (1) to two (2) years in a supervisory or team lead role.
• Associate's degree (Preferred).

Knowledge, Skills, and Abilities

• Knowledge of Electronic Toll Collection operations and procedures.
• Knowledge of supervisory principles and techniques.
• Knowledge of basic arithmetic.
• Excellent communication (written and verbal) and interpersonal skills.
• Strong customer service skills.
• Good analytical and organization skills.
• Working knowledge of personal computers and related software; Microsoft Office.
• Skill in typing, data entry.
• Excellent coaching, motivating, practical judgment, and organizational skills.
• Multi-tasking capabilities; ability to think logically, manage time, be flexible, and operate in a goal-oriented manner.
• Ability to exercise tact and to handle calls in a fast, courteous and efficient manner.
• Ability to speak clearly, correctly, and to listen effectively.
• Ability to effectively supervise and manage others.
• Ability to establish and maintain effective working relationships with others.
• Typing speed/data entry speed at least 40 correct words per minute.
• Excellent telephone and verbal communication skills.

Physical Demands

The position frequently requires stooping or bending. Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Schedule

This is a management position with direct reports. The call center is open to the public during regular business hours and Saturday to accommodate customers who work throughout the week. Typical work week hours are Monday through Friday 8:00am to 4:30pm.

Work Environment

There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided.

Reporting Relations

Reports To Position: Assistant Director for Customer Service. Supervises Positions: Call center team including assistant managers, supervisors, leads, and customer service representatives.