Salary Range: $58,662-$94,446 FLSA- Exempt

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Creates and recommends schedules to support call volume and optimize performance; generates and evaluates call volume reports; and employs available technologies to enhance call center service levels.

Determines measures, baselines, tolerances and normal variability for performance indicators; analyzes reports and key performance indicators (KPIs) to identify business trends; and presents findings to supervisors and others as requested.

Utilizes business intelligence and other resources; develops analytic reports on a regular and ad-hoc basis; analyzes data and work processes; reports deficiencies, gaps, and opportunities to improve processes; makes recommendations for efficiency improvements; and initiates department projects and other County-wide performance improvement initiatives.

Assists in directing, developing and implementing strategic initiatives to improve and enhance performance and services; and works with division leadership to improve work quality.

Assists with and coordinates large-scale technology initiatives; develops and implements internal management information systems and telecommunications systems; and makes recommendations regarding telecommunications and information systems technology upgrades.

Minimum Qualifications:

Bachelor’s Degree in Communications, Statistics, Information Systems, or closely related field required; three years of experience in call center operations, data analytics, information systems, or closely related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license; and possession and maintenance of Project Management and Six Sigma certifications are preferred.