6J28
COMMUNICATIONS CENTER MANAGER

This is managerial customer service work directing a centralized 24-hour/ 7 day/week Customer Service Center which provides one point of contact to obtain information for non-emergency City services, in addition to providing research and problem resolution for private taxpayer accounts. An employee in this class is responsible for ensuring optimum performance of the Customer Service Center and adherence to all call center objectives for quality, service and performance. The employee is responsible for leading, managing and motivating, through subordinate supervisors, a large staff of Customer Service Center personnel engaged in developing and routing in-bound service requests from the general public, and providing advisory services for large service delivery departments. The employee also manages, through a professional administrative staff, a comprehensive program designed to ensure adherence to quality control, service delivery and performance standards. The employee is responsible for analyzing and isolating city-wide service delivery trends within departments and divisions through the state-of-the-art call center software system and making recommendations for further analysis and investigation. Responsibilities include the development and implementation of call center objectives and metrics for service, quality and performance, and the development of policies, procedures and processes that support operational excellence. The employee is responsible for analyzing operational trends, forecasting, workforce scheduling and planning, and voice network management. Developing and managing relationship with service departments, making recommendations on departmental workflow and processes is a significant aspect of the work. Work is performed under the direction of an administrative superior.

• The position must be responsible for managing the overall Customer Service Center operation and developing and implementing strategies to ensure optimum call center performance.
• The position must be responsible for managing, through subordinate supervisors, a large centralized call center operation for various client-operating departments.
• The position must be responsible for managing, through a professional administrative staff, a comprehensive program designed to ensure adherence to quality, service delivery, and performance standards in call center operations.
• The position must be located in the City's Public Property Department.
• Only one position can be allocated to this class.

• Directs a large centralized 24-hour - 7 day/week Customer Service Center; and manages, through subordinate supervisors, a staff of agents responsible for providing one point of contact to obtain information on non-emergency City services; directs the provision of advisory services to the public concerning City processes such permit and license issuance, tax requirements for individuals and businesses, rubbish and recycling schedules; directs the development and routing of service orders on the call center software system resulting from citizen complaints and inquiries; directs the provision of information, research and problem resolution on private taxpayer accounts; develops and establishes procedures and policies to support the breadth and diversity of in-bound calls.
• Develops a staffing plan to ensure service delivery objectives are met; manages appropriate day to day and long-term staffing levels to ensure appropriate coverage; proactively ensures staff schedules are based on work-volume projections.
• Establishes and maintains a state of the art Customer Service Center by developing and implementing call center objectives in the areas of quality (delivery of appropriate information, accuracy of information relayed), service (average speed to answer, abandonment rates) and performance (occupancy rates and average talk time); leads the supervisory staff in developing communication materials for call center metrics, and strategies to improve agent performance.
• Works with client departments to establish routing protocols; meets with client department representatives to obtain information regarding points of contact, work processes and mapping work flows; serves as the primary contact with client departments on critical and problematic issues; collaborates with client departments and initiates protocol adjustments as necessary; manages the development of all internal and external communication materials in order to formalize protocols, contact points and routing processes.
• Analyzes, at a city-wide level, service delivery trends through the call center software system and isolates potential issues and outliers for service departments to investigate that may indicate breakdowns in their workflow and internal processes; reports such findings to senior management.
• Manages quality assurance through a professional administrative staff; develops a quality monitoring program and quality standards for the Customer Service Center; holds supervisory staff accountable for meeting quality objectives; ensures staff performs quality work in a customer-oriented fashion; monitors system utilization and ensures service order routing is performed in a timely and efficient manner.
• Works with human resource and administrative personnel in developing and administering staff training programs and processes, such as new hire orientation and training; ensures supervisors and agents are appropriately trained in the various call center software, technical skills, protocols and procedures, and customer service excellence; manages call center and employee performance; meets with union representatives regarding employee issues and attempts to reach agreements on courses of action; initiates disciplinary measures as necessary.
• Regularly generates reports and data concerning call center operations and metrics; analyzes call center metrics; utilizes productivity data on service levels (average speed to answer, abandonment rates, utilization and call patterns) for forecasting and staff scheduling; assesses data and metrics and identifies trends or problems; monitors and analyzes call center volume; makes operational adjustments for peak performance and results.
• Partners and collaborates with appropriate information technology, administrative and/or operational staff to maintain and improve system software and call center equipment and technology for more efficient and effective call routing and enhancements; recommends acquisition and deployment of new technologies and equipment by making a business case for their use.
• Manages call center budget, forecast and overtime costs; communicates budget status and makes recommendations on budget variances and adjustments.
• Manages the non-emergency Municipal Radio function through subordinate supervisors, a function responsible for receiving and transmitting messages and dispatching work crews.
• Performs related work as required.

KNOWLEDGE OF:
• the operation of a state-of-the-art call center
• call center best practices
• communications system skill-based routing and network routing technologies.
• workforce management, forecasting, scheduling, and development of staffing plans
• supervisory practices, principles and techniques
• performance management principles, practices and techniques
• administrative practices and techniques in an office environment
• customer service principles and practices
ABILITY TO:
• manage, through a team of subordinate supervisors, a large staff
• train others in proper working procedures
• ensure timely and appropriate services to callers in a customer-service oriented manner
• analyze performance trends and operational metrics
• communicate effectively both orally and in writing
• make significant and critical decisions in a timely and effective manner
• multi-task and learn and communicate a vast array of operational information
• utilize and interpret operational reports, performance metrics and data
• focus on operational performance and results
• work collaboratively with administrative officials, associates, and the general public

EDUCATION
• Completion of a bachelor's degree program at an accredited college or university.
AND
GENERAL EXPERIENCE
• One year of administrative experience in a call center environment.
AND
SPECIFIC EXPERIENCE
• Three years of experience in a call center environment as a manager directing first line supervisors with responsibility for development of policies and procedures and budget management.

OR

EDUCATION
• Education equivalent to completion of the twelfth school grade.
AND
GENERAL EXPERIENCE
• Four years of experience in a call center environment, two years of which has included full time supervision of subordinate staff engaged in handling in-bound call volume at least 90% of the time through an automated call distributor telephone system.
AND
SPECIFIC EXPERIENCE
• Four years of experience in a call center environment as a manager directing first line supervisors with responsibility for development of policies and procedures and budget management.

OR

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.