6J26
COMMUNICATIONS CENTER TEAM LEADER

This is customer service and supervisory work in the City's centralized Customer Service Center operation responsible for handling supervisory and escalated calls, as well as supervising the activities of call center staff in the absence of a Customer Service Assistant Manager. The City's centralized Customer Service Center provides one point of contact to obtain information on non-emergency city services and agents are responsible for providing a wide variety of general information, advisory services and problem-resolution for the public and taxpayers through state-of-the art call center technology. Employees ensure conveyance of a positive image and handle a large volume of in-bound calls and/or service requests in a friendly and professional manner. Employees in this class serve as working supervisors and perform call center work as required. Work is performed on an assigned shift and under the general direction of a Customer Service Assistant Manager.

• At the direction of the Customer Service Assistant Manager, the Team Leader is responsible for supervising staff in the centralized Customer Service Center. The Customer Service Center provides a wide variety of general information, advisory services and problem-resolution for the public and taxpayers.
• The position must be responsible for serving as a working supervisor performing call center work as required.

• Gives guidance to call center agents and serves as a subject matter expert for more difficult and complex calls and service requests; acts as a Team Leader for a team of agents performing customer service work for the general public by providing a wide variety of general information, advisory services and problem-resolution for the public and taxpayers through state-of-the art call center technology; provides guidance to agents on use of proper protocols and standard operating procedures; troubleshoots with agents on complex taxpayer account issues; helps agents navigate software efficiently; directs agents to appropriate workflows within the software system.
• Handles escalated calls; accepts transfers from the supervisory line; handles the more difficult and problematic calls as necessary, and, in such cases provides information and general advisory services on City services.
• Provides information, direction and problem-resolution for agents both formally and informally; provides on-the-job instruction to agents on specific and detailed procedures and practices necessary to perform the job appropriately; informs agents on any change to the standard operating procedures.
• Distributes ad-hoc work and duties as required; monitors staff attendance and adherence to lunch breaks and scheduled breaks.
• Acts as a direct supervisor by managing staff performance in the absence of a Customer Service Assistant Manager.
• Maintains a compliment of external and internal communication source material for reference to appropriately service in-bound and routed inquiries; follows appropriate contact protocols in routing service order requests; attends training sessions as assigned to keep up-to-date on current communication equipment, processes and protocols.
• Performs call center work as required; provides centralized advisory services to the general public on a wide variety of diversified functional issues for large volume service delivery departments; adheres to established protocols for the transmission of pertinent information to callers; conveys the basic mission and functions of all client departments to callers as necessary; provides information on general processes for permits and license issuance, tax requirements for businesses and individuals, city and state regulations, ordinances and laws; directs callers to the appropriate external government agency when appropriate; provides information concerning local special events; searches the call center system's knowledge base via a Q&A search function for specific data relating to department processes and functions.
• Performs related work as required.