Call Center Supervisor

Customer Services Supervisor, C27

Location : 14 South Fort Harrison Avenue, Clearwater, FL

Schedule : Position will transition to a hybrid remote schedule.

Do you have expertise in Interactive Voice Response (IVR) systems, Automated Call Distribution (ACD) systems, Microsoft Office Suite applications, and SAP customer information systems?

Pinellas County is looking for you!!

This is a highly responsible supervisory position in the contact center that hires and prepares contact center representatives for responding to customer inquiries, questions, and complaints received via telephone call, live chat, mail, or emails and troubleshoot problems with services or products.

An employee in this class is responsible for organizing and directing the day-to-day activities related to the operation of the Contact Center.

The position is responsible for managing, training & guiding contact center agents in performing their duties.To perform the above, agent monitoring and report analysis must occur in order to measure contact center performance.

Provide positive reinforcement and constructive feedback as necessary.The position requires extensive knowledge and experience in Interactive Voice Response (IVR) systems, Automated Call Distribution (ACD) systems, Microsoft Office Suite applications, and SAP customer information systems to include experience with S4 / HANA (highly desirable).

The work is performed under general supervision with considerable independent judgment and initiative exercised in carrying out the daily operations of the sections.

What Would You Do?

• Supervise, mentor, and coach personnel implementing customer services / call center functions and activities.
• Evaluate processes within the Customer Services Section.
• Ensure that best practices are followed between the Customer Services Section and other Utilities Department divisions.
• Ensure best business practices by cross training with the Payment Processing section and provides back up supervision as needed.
• Identify deficiencies in operations, business processes and customer service that require amendments to operating policies and procedures.
• Track trends of customer needs, expectations and recurring problems; analyzes, develops and updates customer service processes;

prepares flowcharts and makes recommendations for changes.

• Research and compile reports.
• Analyze issues and impacts affecting Pinellas County utility customers.
• Mentor, coach, counsel, and provides leadership and recognition to employees in the work unit; which results in an increased service level to the customers.
• Facilitate information sharing between departments for the collection, analysis, evaluation, and presentation of data for the purpose of streamlining and closing gaps on work processes.
• Assist technical staff in developing, maintaining and upgrading support systems such as call monitoring, interactive voice response, skill-based routing phone systems, work management systems and customer information systems.
• Perform related work as assigned, or required.

What Do You Need To Have?

• 6 years of experience in contact center analytic and reporting, automated billing, collection, fiscal records, service notifications, and purchasing matters that includes system wide responsibility for responding to customer requests and problems or related field that includes 1 year as lead worker or supervisor; or
• Associate’s Degree in business, finance, accounting, information technology, public relations or a related field and 4 years of experience as described above;

or an equivalent combination of education, training and / or experience; or

• Bachelor’s Degree in business, finance, accounting, information technology, public relations or a related field and 2 years of experience as described above;
• Master’s or higher-level degree in business, finance, accounting, information technology, public relations or a related field; or
• An equivalent combination of education, training, and / or experience.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and / or disaster situations.

Highly Desirable

• Bachelor's Degree or higher
• 2 years’ experience as lead worker or supervisor
• Proficiency in : Outlook, Word, Excel (esp. graphs, charts, trending, and analytics), PowerPoint, Microsoft Teams and Visio
• Proficiency in SAP, Maximo, and other related software.
• Bi-lingual in Spanish and / or French.
• Extensive working knowledge of Interactive Voice Response system.
• Extensive working knowledge of and experience with Automated Call Distribution systems.
• Extensive working knowledge of and experience in contact center metrics development.

Let Us Tell You What Benefits We Offer!!

• Our benefits rank among the top in the area! Check it out!
• Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options.
• We have tuition reimbursement, wellness, and deferred compensation programs to name a few perks. Check out these and more!

Want To Lean More?

Please review the full classification description with the Physical / Mental Demands, Working Conditions, and Knowledge, Skills, and abilities at the below link.

Customer Services Supervisor