What are the responsibilities and job description for the Administrator - 311 Call Center (Communications & Customer Experience [CCX] Dept.) (Non-Civil Service) position at City of Dallas?
Welcome to the City of Dallas!
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.
What do we offer?
A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.
Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.
Job Summary
Job Description
Overview
The 311 Communications Administrator provides and performs executive management assistance in the management, oversight, planning, and operations of the City of Dallas’ 311 Call Center Operations.
Essential Functions
1 Supervises, oversees and supports staff and activities of the call center; prioritizes work, conducts performance evaluations, ensures staff is trained, and that employees follow the policies and procedures; maintains healthy and safe work environment and makes hiring, termination, and disciplinary decisions or recommendations.
2 Coordinates with service providers to resolve equipment failures, ensures continual maintenance, and remains innovative with technology updates.
3 Manages and monitors relationships with key internal and external stakeholders through all routes of communication
4 Manages call volume, dispatch volume, and ensures the appropriate staffing to answer calls; manages and participates in the development of and implementation of goals, objectives, policies and priorities for assigned programs; recommends and administers policies and procedures.
5 Reviews and updates training as needed; plans, directs, coordinates, and reviews the work plan for operational activities; assigns work activities, projects, and programs; reviews and evaluates work products, methods and procedures, and meets with subordinate employees to identify and resolve problems.
6 Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned programs, service delivery methods and procedures, and works with the employees on the continuous improvement of city services; plans, develops, implements and coordinates operational functions.
7 Participates in the development and administration of the annual budget; participates in the forecast of funds needed for staffing, equipment, materials, and supplies; monitors and approve expenditures; and implements adjustments.
8 Collaborates and communicates with critical personnel on systems and processes to ensure consistency in operations.
9 Manages and delegates various projects and implements new technologies to assist in achieving the departmental mission; maintains oversight for all dispatcher related issues and handles a high level of confidential and sensitive information in a discrete and professional manner.
10 Performs any and all other work as needed or assigned.
Knowledge, Skills, And Abilities
1 Knowledge of customer service policies and protocols.
2 Knowledge of City policies and procedures.
3 Knowledge of call center protocols and management.
4 Knowledge of business management principles, practices and techniques.
5 Knowledge of contact center or 311 programs and processes.
6 Knowledge of principles of personnel management and ability to plan, direct, and coordinate the work of others through subordinates.
7 Ability to administer multi-faceted operations and communications.
8 Ability to plan, develop, and implement call center protocols.
9 Ability to create and implement budget.
10 Communicating effectively both verbally and in writing.
11 Establishing and maintaining effective working relationships.
Minimum Qualifications
Education
Bachelor's Degree in Public Administration, Business Administration or other related area.
Experience
None
Equivalencies
$89,442.77 - $111,803.46
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.
What do we offer?
A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.
Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.
Job Summary
Job Description
Overview
The 311 Communications Administrator provides and performs executive management assistance in the management, oversight, planning, and operations of the City of Dallas’ 311 Call Center Operations.
Essential Functions
1 Supervises, oversees and supports staff and activities of the call center; prioritizes work, conducts performance evaluations, ensures staff is trained, and that employees follow the policies and procedures; maintains healthy and safe work environment and makes hiring, termination, and disciplinary decisions or recommendations.
2 Coordinates with service providers to resolve equipment failures, ensures continual maintenance, and remains innovative with technology updates.
3 Manages and monitors relationships with key internal and external stakeholders through all routes of communication
4 Manages call volume, dispatch volume, and ensures the appropriate staffing to answer calls; manages and participates in the development of and implementation of goals, objectives, policies and priorities for assigned programs; recommends and administers policies and procedures.
5 Reviews and updates training as needed; plans, directs, coordinates, and reviews the work plan for operational activities; assigns work activities, projects, and programs; reviews and evaluates work products, methods and procedures, and meets with subordinate employees to identify and resolve problems.
6 Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned programs, service delivery methods and procedures, and works with the employees on the continuous improvement of city services; plans, develops, implements and coordinates operational functions.
7 Participates in the development and administration of the annual budget; participates in the forecast of funds needed for staffing, equipment, materials, and supplies; monitors and approve expenditures; and implements adjustments.
8 Collaborates and communicates with critical personnel on systems and processes to ensure consistency in operations.
9 Manages and delegates various projects and implements new technologies to assist in achieving the departmental mission; maintains oversight for all dispatcher related issues and handles a high level of confidential and sensitive information in a discrete and professional manner.
10 Performs any and all other work as needed or assigned.
Knowledge, Skills, And Abilities
1 Knowledge of customer service policies and protocols.
2 Knowledge of City policies and procedures.
3 Knowledge of call center protocols and management.
4 Knowledge of business management principles, practices and techniques.
5 Knowledge of contact center or 311 programs and processes.
6 Knowledge of principles of personnel management and ability to plan, direct, and coordinate the work of others through subordinates.
7 Ability to administer multi-faceted operations and communications.
8 Ability to plan, develop, and implement call center protocols.
9 Ability to create and implement budget.
10 Communicating effectively both verbally and in writing.
11 Establishing and maintaining effective working relationships.
Minimum Qualifications
Education
Bachelor's Degree in Public Administration, Business Administration or other related area.
Experience
- 7 years of experience in management, customer service, public administration, or contact center related experience.
- A minimum of 3 years of management/supervisory experience, can be concurrent.
None
Equivalencies
- An associate degree related to Public Administration or Business Administration field plus nine (9) years of the required related experience including three (3) years of management/supervisory experience will meet the education and experience requirements.
- High School Diploma (HSD) or GED, plus eleven (11) years of the required related experience including three (3) years of management/supervisory experience will meet the education and experience requirements
$89,442.77 - $111,803.46
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.
Salary : $89,443 - $111,803
