CITY OF PHILADELPHIA PERSONNEL DEPARTMENT
COMMUNICATIONS CENTER SUPERVISOR
This is supervisory customer service and communications work supervising a variety of telephone information services to municipal employees and the general public. An employee in this class oversees an assigned shift in the operation of automated telephone communications equipment in order to answer, receive and transmit messages to appropriate parties in city government and other public agencies. Work includes utilizing an automated communications monitoring system to ensure calls are answered and processed in a timely and efficient manner.
The employee must ensure subordinates follow appropriate protocol when notifying appropriate agencies during emergency or high-priority communications activities. Familiarity with City departmental organization and function as well as the functions of other public agencies is significant to the work. Work is performed under the direction of an administrative superior.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
- The position must be responsible for supervising subordinate operators providing customer service and communications work to municipal employees and the general public.
- The position must be responsible for utilizing an automated communications system to ensure calls are answered and processed in a timely and efficient manner.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
- Supervises subordinate operators and ensures operators respond to calls in a rapid, accurate and customer-service oriented fashion; utilizes an automated communications monitoring system to oversee the efficient and timely answering and routing of calls; answers the more complex questions of callers as necessary; updates computerized emergency lists and directories for telephone numbers, beeper numbers, wireless telephone numbers and other database files; directs the following of procedures by operators for the distributing of critical information and handling of calls during city emergencies; prepares work schedules of subordinate operators; answers calls, as required; instructs new employees in the operation of communications equipment and in the performance of other duties.
- Maintains computerized records of toll and long-distance calls; notifies proper authorities in case of fires or other emergency; maintains records pertaining to any such emergencies encountered during the assigned shift.
- Receives complaints about telephone service and takes measures to eliminate their cause.
- Performs related work as required.
REQUIRED KNOWLEDGES, SKILLS AND ABILITIES
- the operation of the city's automated municipal communications center
- supervisory practices, principles and techniques
- administrative practices and techniques in an office environment
- customer service principles and practices
- train others in proper working procedures
- provide timely and appropriate services to callers in a customer-service oriented manner
- operate automated communications and information systems equipment
- utilize a computer terminal
- speak clearly and distinctly, using good diction
- react quickly when receiving and routing calls and messages
- learn and remember the names, locations and functions of various municipal and public agencies
- maintain routine records of center activities.
- speak and understand the designated non-English language for the bilingual specialty
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 6/89.)
- Education equivalent to completion of the twelfth school grade.
- Two years of customer service utilizing computer information system to obtain and elicit information.
- One year of experience in a municipal communications center operating automated telephone communications equipment in order to answer, receive and transmit messages to appropriate parties in city government and other public agencies.
Any equivalent combination of education and experience determined to be acceptable by the Personnel Department that has included the specific experience specified above.
PHYSICAL AND MEDICAL REQUIREMENTS
- Ability to physically perform the duties and to work in the environmental conditions required of
a position in this class.
PAY RANGE: 11
Class Established: 3/53
Latest Spec. Revision:
CSC: 3/01, Ad Board: 4/01
END OF JOB CLASS SPECIFICATION - 1C33