311 Call Center Supervisor

At Orange County Government, we are proud to serve the public with integrity, honesty, fairness, and professionalism. We develop innovative policies and services that impact Central Florida and shape the future of our community.

We are currently seeking dynamic and well-qualified candidate for a 311 Call Center Supervisor role in our Information Systems and Services Division.

Plans, coordinates, and supervises all aspects of the Government Service Center to ensure efficient operations. Work requires independent judgment and initiative under the general supervision of the Assistant Manager, Public Safety Communications and is reviewed through observation, reports and achievement of desired results.

• Supervises work assignments and professional development of staff.

• Ensures inquiries from the public and Orange County citizens are appropriately addressed.

• Ensures inquiries are routed to appropriate field personnel or division for resolution.

• Ensures upgrades and necessary software maintenance is performed.

• Ensures proficiency and refresher training courses are accomplished.

• Conducts employee performance reviews.

• Interviews, selects, and authorizes hiring of Service Center Specialist/ Senior Service Center Specialist positions.

• Reviews inquiries; randomly monitors calls for quality assurance.

• Develops and maintains standards for employee performance.

• Serve as Emergency Essential employee by disseminating information to the public before, during and after an emergency or disaster.

• Responsible for the coordination, development, dissemination, and training before, during and after an emergency or disaster while working closely with Emergency Operations Center.

• Assists Assistant Manager with administrative duties and personnel related issues.

• Performs other duties as assigned.

Bachelor's Degree from an accredited institution in Business Administration or related field and five (5) years supervisory or management experience in a call center environment; or an equivalent combination of relevant education training and experience. Additional technical or operational experience in a call center may be substituted for the required education on a year-for-year basis.

Five (5) years of public safety communications or 9-1-1-center management experience.

All interested applicants must apply online and complete a Full Orange County Government employment application. Any incomplete applications or applications with the term “See Resume” will not be considered.

All applicants selected for hire with Orange County Government must successfully complete a Criminal and Background check.

Orange County Employment and Benefits Information:

http://www.ocfl.net/careers/#incentives

Posting Date: 4/9/2024

Closing Date: 4/23/2024 (Posting is subject to close without notice)

$61,360.00 - $79,788.80 (Based on experience)

If you are claiming Veterans' Preference, you are responsible for providing the required eligibility documentation by the close date of the posting. Please submit a cover letter and copies of documents, not originals, to Orange County Human Resources Division, PO Box 1393, Orlando, FL 32801-1393 or fax to (407) 836-0098 (only Veterans' Preference documentation will be accepted by fax). Your cover letter should include the position posting number you are applying for, the title of the position and the last 4 digits of your social security number.

If your education was obtained in the United States, the County recognizes degrees or diplomas which are accredited by an agency recognized by the United States Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA). If you have obtained education from a country other than the United States, your degree or diploma must be evaluated to determine the United States equivalency by a member of the National Association of Credential Evaluation Service (NACES) or the Association of International Credentials Evaluations (AICE) at your expense.