THIS IS A NON-CIVIL SERVICE POSITION POSTING DATE: 03/22/2024 CLOSING DATE: 05/22/2024 AT 12:00AM MIDNIGHT SALARY: $116,666.00 - $192,336.00 Annually CLASS DESCRIPTION The Baltimore City Office of Information & Technology (BCIT) is seeking a Senior Leader with previous experience managing a fast-paced call center to serve as our 311 Call Center Director. In addition to overseeing operations of the call center, you will be responsible for developing and implementing process improvements, initiatives, and partnerships with other city agencies to optimize the customer experience and operational efficiency from service request initiation through resolution. ESSENTIAL FUNCTIONS Oversees 311 call center operations including personnel and budget management; administration of training; marketing and social media; and development of standard operating procedures. Ensures the call center is meeting all key performance indicators and implements improvements for continuous improvement. Establishes partnerships with other city agencies to develop and implement strategies and initiatives that enhance the customer experience. Aligns customer service activities and initiatives to support and enhance the objectives of the City of Baltimore. Champions change and manages the implementation of new ideas. Provides management and governance of the citywide CRM tool. EDUCATION AND EXPERIENCE REQUIREMENTS EDUCATION: Bachelor's degree in management or a relevant subject from an accredited college or university. AND EXPERIENCE: Have 10 years of leadership experience within a call center operation, minimum of 3 years of call center management experience, excellent verbal and communication skills, proficiency in Union Relations and managing employees within a Collective Bargaining agreement and the ability to effectively communicate in a hybrid environment across internal and external agencies. OR NOTES(EQUIVALENCIES): Additional years of call center management experience may be substituted for education. Non-supervisory experience or education may not be substituted for the required supervisory experience. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of high traffic call center operations and metrics Knowledge or an ability to implement strategic planning. Ability to analyze and apply logic to solve problems. Clear communication around process change to staff, agency leadership and stakeholders. Ability to analyze organization’s KPIs and establish strategies and adjustments to meet performance standards. Ability to lead teams to work with executive management of various internal and external organizations. Ability to manage projects and meet deadlines without compromising the mission of the agency. Knowledge of forecasting to ensure adequate staffing to meet metrics. Ability to research and implement technology requirements and solutions. NOTE: Those eligible candidates who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information. Financial Disclosure: This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER In the City of Baltimore we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more? Explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! Questions regarding the application process should be directed to the Department of Human Resources Office of Recruitment at (410) 396-3860, 711 (TTY), 7 E. Redwood Street, 16th Floor, Baltimore, MD 21202 or send an email to Recruitment