Citizen Contact Supervisor UCS

Position Summary

Function in a lead capacity and serve as a shift leader for Citizen Contact Agents; monitor teams and agents; apply performance evaluation, quality monitoring and disciplinary measures as needed; apply call center best practices to maintain high level team and agent performance and respond to non-emergency call center requests in an agent capacity as needed.

The position works independently approximately 75% of the time hybrid, with 25% in the office; and may fluctuate to fit the needs of the department. High-speed internet connectivity, required.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential And Supplemental Functions

ESSENTIAL FUNCTIONS: Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

• Supervise the activities of the Citizen Contact Center and offer technical assistance to ensure an effective operation and adequate staffing levels.
• Plan, organize and schedule resources to meet production requirements.
• Prepare daily operation reports indicating any malfunctions of equipment and those programs that are carried to another shift.
• Handle difficult calls from the public to ensure the most effective procedures are implemented.
• Monitor the productivity and performance of the Citizen Contact Center.
• Assist with developing and updating manuals (i.e. policies/procedures and training).
• Act as liaison to Mayor's Office and departmentally designated personnel.
• Provide on the job training for all Citizen Contact Agents on computer and systems operations, work processes and procedures, structure of City organization and geographic span of operations.
• Conduct performance and quality monitoring and auditing; produce performance and quality metric analyses and reports; create/execute plans for performance and quality improvement.
• Correctly apply knowledge of the structure and content of the English language including the meaning and spelling or words and rules of composition and grammar.
• Maintain system database such as Frequently Asked Questions, telephone lists and personnel contact lists; organize periodic data for special projects and/or quality control.
• Respond to program error messages by finding and correcting problems or terminating programs; monitor the system equipment failures or errors in performance; contact system and telephone support personnel when necessary.
• May be required to be "on call" during emergency situations.
  
  

SUPPLEMENTAL FUNCTIONS:

• Gather information for a variety of reports.
• Perform routine maintenance on communications equipment; maintain communications and departmental issued equipment and manuals.
• Perform related duties and responsibilities as assigned.
  
  

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelor's degree from an accredited college or university in public administration, or business administration; and

Four (4) years of telecommunications experience in a high volume call center or contact center; and

To include two (2) years of supervisory experience.

Additional Requirements

Possession of a valid New Mexico Driver's License, or ability to obtain by date of hire.

Possession of a City Operator's Permit (COP) within 6 months from date of hire.

Working Conditions

Environmental

Office environment; exposure to computer screens.

Physical

Essential and supplemental functions may require sitting or standing for prolonged periods of time.