Call Center Supervisor

Requirements And Preferences

The Broward County Board of County Commissioners is seeking qualified candidates for Call Center Supervisor (311).

This is advanced, fast-paced, multi-lingual customer service supervisory work in the Broward County Call Center (311). This position supervises the daily operation of the 311 Call Center, ensures that Call Center Specialists provide SUNsational Service to residents, businesses and visitors with information on County programs and services, responds to activations of the Emergency Hotline during activations of the Emergency Operations Center, and acts as the Call Center Manager in the manager's absence.

The Call Center also functions as an Emergency Hotline during activations of the Broward County Emergency Operations Center. Work may require extended shifts in a stressful environment during activations of the Emergency Hotline.

General Description

Provides responsible supervisory and administrative work in the day-to-day operations of the Broward County Call Center. Works under general supervision, independently developing work methods and sequences.

Minimum Education And Experience Requirements

Requires an Associate's degree or specialized courses/training equivalent to satisfactory completion of two (2) years of college from an accredited college or university with major coursework in business administration, public administration, or closely related field.

(One year of relevant experience may be substituted for each year of required education)

Requires two (2) years of customer service experience in a call center environment or closely related experience including six (6) months of lead work experience.

Special Certifications and Licenses

None.

Preferences

• Ability to speak, read and/or write Spanish or French fluently at time of application.
• Minimum six (6) months experience working with a customer service relationship management system (CRM) at time of application.
• Minimum six (6) months experience demonstrating effective, professional written communications skills (for example, through online chat, knowledge base maintenance, training or customer relations communications).
• Minimum one (1) year experience leading a remote customer service call center team.
  
  

Duties And Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

• Managing and directing the daily activities of call center specialists.
• Supervising, call monitoring, coaching and training of call center specialists.
• Acting as an information source for call center specialist questions and giving direction and instruction as needed.
• Maintaining the Call Center's online knowledge base and/or agency databases as required to assist call center specialists in responding to inquiries.
• Resolving escalated customer concerns.
• Completing performance evaluations and creating and updating reports on team performance.
• Evaluating support processes and recommending and implementing improvement strategies.
• Interviewing potential candidates as needed to fill vacancies.
• Working cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.
• Completing administrative tasks including but not limited to payroll, ordering of supplies, etc.
• Monitors in real time incoming call activity and call taker availability.
• Holds periodic meetings to keep staff informed and engaged.
• Reviews and approves Call Center Specialist time cards and leave requests.
• Conducts quality assurance activities with Call Center Specialists as directed by Call Center operating guidelines, standards and programs.
• Counsels and coaches Call Center Specialists; conducts annual performance evaluations.
• Answers Call Center Specialist questions and responds to escalated calls.
• Updates and runs reports from various databases, sharing issues or concerns with the Call Center Manager as identified.
• Orders supplies or materials required by Call Center staff.
• Participates in interviewing and hiring of Call Center Specialists.
• Provides leadership and guidance to promote a positive work environment that rewards excellence in customer service.
• Ensures Call Center Specialists receive training necessary to maintain skills sets and job knowledge; assists Call Center Manager in creating and delivering training.
• In activations of the County's Emergency Operations Center, serves as an integral part of the Emergency Support Function (ESF) 14 Public Information response team, including Call Center operations to support a 24/7 response when required.
• Special projects, as assigned.
• Performs related work as assigned.
  
  

WORK ENVIRONMENT

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

SPECIAL INFORMATION

Competencies

• Tech Savvy
  
  

Anticipates and adopts innovations in business-building digital and technology applications. Investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

• Manages Complexity
  
  

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

• Resourcefulness
  
  

Secures and deploys resources effectively and efficiently. Identifies and obtains resources needed to accomplish objectives; identifies different ways to accomplish work when resources are limited. Makes progress across multiple priorities or responsibilities.

• Directs Work
  
  

Provides direction, delegating, and removing obstacles to get work done. Confirms mutual agreement on accountabilities, fostering strong coordination and minimizing duplicated efforts. Communicates delays or problems early so others can manage their own work schedules effectively.

• Plans and Aligns
  
  

Plans and prioritizes work to meet commitments aligned with organizational goals. Outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.

• Optimizes Work Processes
  
  

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.

• Ensures Accountability
  
  

Holds self and others accountable to meet commitments. Tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

• Drives Results
  
  

Consistently achieves results, even under tough circumstances. Holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

• Communicates Effectively
  
  

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

County Core Values

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
  
  

Americans With Disabilities Act (ADA) Compliance

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Emergency Management Responsibilities

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

County-wide Employee Responsibilities

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.