Salary : $48,080.00 - $75,140.00 Annually

Location : Various Locations within the City of El Paso, TX

Job Type : Unclassified

Job Number : U3340-0224

Department : Planning

Opening Date : 02 / 22 / 2024

Closing Date : 2 / 27 / 2024 11 : 59 PM Mountain

Requirements

MOS Code : 7435 (Navy - Commissioned or Warrant officer), 6018 (Marine Corps - Enlisted)

Education and Experience : Bachelor's Degree or higher in Business or Public Administration, Education, Health Education, Psychology or related field, plus two (2) years of experience in quality assurance and monitoring in a customer service call center or similar environment and one (1) year of experience in a supervisory or training capacity.

License and Certificates : Texas Class "C" Driver's License or equivalent from another state.

General Purpose

Under general supervision, coordinate and monitor a variety of customer service work activities and processes including staff training in order to improve and maintain the One-Stop-Shop (OSS) operational efficiency, effectiveness and quality of work.

Typical Duties

Monitor and conduct quality assurance reviews. Involves : Observe activities and processes, compile information, document results, and identify issues or areas of improvement.

Develop, generate and maintain customized reports used to evaluate business process measures, work requirements, employee skill levels and summarize findings for management.

Provide recommendations and feedback to management for process improvements related to assignments.

Analyze data for trends, summarize findings, and make recommendations for training and coaching. Involves : Report and troubleshoot CIS, phone, and training systems issues to management and vendors.

Assist in the development and planning of customer service assessments. Assist in the review, development and implementation of departmental processes, procedures and training material.

Assist with the development and administration of customer surveys and standard operating procedures manuals. Plan, coordinate, and execute special projects.

Plan, design, and implement comprehensive training programs for customer service staff. Involves : Provide coaching and training to call takers to enhance the customer's experience and first call resolutions.

Monitor calls in the entire call center and provide feedback by identifying areas of improvement. Mentor existing staff on service processes, provide resources, and assistance.

Determine training needs by observing service encounters as well as studying service and customer experience reports. Develop and modify training program to include Customer Care call etiquette, communication skills, listening skills, de-escalation skills, CIS and business processes, and call center policies and procedures.

Develop individual coaching plans; provide coaching and conduct training sessions for internal and external customers. Improve training effectiveness by developing new approaches and techniques, make support readily available, integrate support with routine job functions.

Supervise and coordinate the daily work of support staff. Involves : Assign, schedule and monitor work. Appraise employee performance.

Provide for staff training and development. Counsel, motivate and maintain harmony. Identify and resolve staff differences, conflicts and deficiencies.

Enforce personnel rules, regulations and work behavior standards firmly and impartially. Appraise supervisor of on-going incidents and advise of potentially serious situations.

Perform duties of co-workers or subordinates to ensure continuity of operations during absences

General Information

For the complete job specification, click here.

Note : This is an unclassified contract position.

Note : Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

Note : Applicants with a foreign degree must have all relevant documents translated and evaluated by a College, University, or Credentials Evaluation Services Department prior to submitting them to the Human Resources Department.

A résumé and / or other documents will not be accepted in lieu of a completed application. Comments such as "See résumé" are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application's employment history.

We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying / pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

Do you have A Bachelor's Degree or higher in Business or Public Administration, Education, Health Education, Psychology, or a related field.

Do you have two (2) years of experience in quality assurance and monitoring in a customer service call center or similar environment and one (1) year of experience in a supervisory or training capacity.

Do you have a valid Texas driver's license? If so, what type of driver's license do you have?

• Texas Class A - CDL or equivalent from another state.
• Texas Class B - CDL or equivalent from another state.
• Texas Class C or equivalent from another state.
• No, I do not have a valid driver's license.

Candidates will be evaluated based on the information provided on both the application and the completeness of the responses to the Supplemental Questions.

Failure to fully detail all experience and job duties in the application, or copying / pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

I acknowledge I have read and understand the above information.

Required Question

Last updated : 2024-02-27