call center supervisor

Spectrum Solution W.L L

<ul><li>Bachelor's degree in Business Administration, Management, Health Sciences, or a related field.</li><li>Minimum 5 years of similar experience in a healthcare environment.</li><li>Strong customer service experience.</li><li>Previous experience in a medical call center and knowledge of medical terminology preferred.</li><li>Good computer skills.</li><li>Excellent supervisory skills.</li><li>Good oral and written communication skills in English.</li><li>Knowledge of Arabic is an advantage.</li><li>Ability to work with people from different cultural backgrounds.</li><li>Self-motivated, committed, and proactive.</li><li>Ability to work efficiently under pressure.</li><li>High degree of motivation and self-discipline.</li><li>Enthusiastic and confident personality.</li></ul>Work Location: In person

Call Center Supervisor

HopeLink Behavioral Health

<div>For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.
SUMMARY STATEMENT OF POSITION:
The 988 Call Center Supervisor (Coach) oversees staff within the Crisis Services program, providing supervision, performance management, and professional development. This role manages the full employee lifecycle, from onboarding to retention. The Coach delivers structured supervision, conducts performance evaluations, and ensures accountability through coaching and feedback. They also monitor policy compliance, support ongoing training, and uphold clinical and operational standards to sustain a high-performing, mission-driven team.
WHAT WE OFFER:<ul><li>
Meaningful Work: Make a real difference in the lives of others.</li><li>
Competitive Salary: $58,000-$66,560 per year</li><li>
Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement.</li><li>
Supportive Environment: Join a dedicated team committed to providing high-quality care.</li></ul> 
SCHEDULE &amp; LOCATION:<ul><li>
Shifts available: Mornings, Afternoons, and Overnights</li><li>
This is a hybrid position and requires up to 24 hours per week on-site in our Oakton Office.</li></ul>
PRIMARY DUTIES:<ul><li>
Provide real-time coaching, supervision, and escalation support while maintaining direct service coverage as needed or when requested.</li><li>
Deliver individual and group supervision, ongoing performance feedback, targeted coaching to support staff growth and retention, and complete annual performance evaluation for all assigned staff.</li><li>
Deliver community of practice, case staffing groups each week to build on staff skill development.</li><li>
Promote staff wellness through debriefing, recognition, and fostering resilience after challenging contacts.</li><li>
Collaborate with program leadership (e.g. program directors, quality assurance managers) on workflow improvements, compliance, and quality initiatives.</li><li>
Maintain a current understanding of frontline work through 3 hours of direct service (voice and chat/text) engagement per week.</li><li>
Perform other duties as assigned to support HopeLink's mission and evolving 24/7/365 operations.</li></ul>
ESSENTIAL COMPETENCIES:<ul><li>
Strong ability to oversee crisis line operations, manage people, and make sound decisions under pressure.</li><li>
Skilled in supervision, coaching, and mentoring staff through onboarding, development, and retention.</li><li>
Proficient in quality assurance, performance feedback, and reinforcing training in real time.</li><li>
Excellent communication and collaboration skills to build trust and align with leadership goals.</li><li>
Knowledgeable of crisis intervention best practices, and ethical standards</li><li>
Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.</li></ul>
QUALIFICATIONS:<ul><li>
Bachelor's degree in social work, Counseling, Psychology, or related field and a minimum of 1-year of direct supervisory experience in crisis intervention, suicide prevention, or behavioral health. A minimum of 2-3 years of direct supervisory experience can substitute for the bachelor's degree requirement.</li><li>
Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.</li><li>
Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.</li></ul> 
NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts.
The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.
Ready to Join Our Mission?
If you're passionate about helping people achieve mental wellness, we encourage you to apply!
HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.
'Where Hope Meets Help.'
We are unable to hire in the following states:
California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming</div>

988 Call Center Supervisor

SFAI Qatar

Key Responsibilities<ul><li>Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.</li><li>Oversee scheduling activities to ensure smooth, accurate, and efficient operations.</li><li>Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs.</li><li>Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current.</li><li>Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues.</li><li>Respond to referrers&rsquo; needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner).</li><li>Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery.</li><li>Develop and maintain awareness of evolving technologies and support implementation of process improvements.</li><li>Prepare and submit required reports to management in a timely and accurate manner.</li><li>Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs.</li><li>Schedule appointments in line with organizational, site, and system protocols.</li><li>Verify and update patient and physician information accurately in system databases.</li><li>Provide patients with clear and accurate preparatory information regarding procedures.</li><li>Monitor system performance and provide feedback on quality and operational improvements.</li><li>Track staff system usage (e.g., Cisco) and address non-compliance or performance issues through corrective actions.</li><li>Prepare monthly and ad-hoc reports as assigned; manage multiple priorities in a fast-paced environment.</li><li>Lead and support team performance to meet operational targets and service benchmarks.</li><li>Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required.</li><li>Promote a proactive patient safety culture by identifying risks and implementing preventive measures.</li><li>Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner.</li><li>Ensure adherence to all patient safety policies, procedures, and protocols.</li><li>Foster teamwork and maintain effective communication across teams.</li><li>Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation.</li><li>Maintain strict confidentiality of sensitive patient and organizational information.</li><li>Attend required meetings, training sessions, and corporate initiatives.</li><li>Perform any additional duties or responsibilities as assigned.</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, Health Sciences, or a related field.</li></ul>Experience &amp; Knowledge<ul><li>Minimum of 3&ndash;5 years of experience in a call center or healthcare environment.</li><li>At least 2 years of experience in a supervisory or team leader role.</li><li>Strong customer service experience is essential.</li><li>Prior experience in a medical call center and knowledge of medical terminology is preferred.</li></ul>Skills &amp; Competencies<ul><li>Strong computer skills, including CRM and data management tools.</li><li>Excellent supervisory and leadership abilities.</li><li>Strong verbal and written communication skills in English; Arabic is an advantage.</li><li>Ability to work effectively with individuals from diverse cultural backgrounds.</li><li>High level of professionalism, integrity, and confidentiality.</li><li>Self-motivated, proactive, and able to work independently.</li><li>Ability to perform under pressure and manage multiple priorities.</li><li>Strong organizational and problem-solving skills.</li><li>High level of motivation, discipline, and accountability.</li><li>Energetic, confident, and team-oriented personality.</li></ul>Pay: QAR10,000.00 per hourExperience:<ul><li>similar role : 5 years (Required)</li></ul>Language:<ul><li>Arabic (Required)</li></ul>License/Certification:<ul><li>Qatar ID (Preferred)</li></ul>Work Location: In person

Assistant Call Center Supervisor

Transworld Associates Pvt. Ltd

We are hiring Team Lead-Call Care Center<ul><li>To effectively build call center culture, the supervisor is responsible for &ldquo;on-the-floor&rdquo; activities and must be available to assist agents while they are &ldquo;on-the-floor.&rdquo;</li><li>Lead a team to deliver exceptional customer services.</li><li>Lead process improvements / operational fixes to enhance customer experience.</li><li>Measuring resource performance and ensuring optimum productivity level of each team member.</li><li>Creating effective coordination with team members to keep them engaged &amp; intact with team deliverables.</li><li>On call escalations handling for better customer experience.</li><li>Coaches, counsels, and disciplines employees, Motivate and encourage agents through positive communication and feedback.</li><li>Develops, coordinates, and enforces systems, KPI's, procedures, and productivity standards.</li><li>Contributes to team effort by accomplishing related results as needed</li><li>Perform all other duties and tasks as assigned by line manager</li></ul>Required Skills:<ul><li>Proficient in English; Good knowledge of additional languages will be a definite plus</li><li>Working knowledge of MS Office</li><li>Tech savvy with knowledge of call center equipment and relevant computer programs</li><li>Knowledge of performance evaluation procedures</li><li>Outstanding communication and negotiation abilities</li><li>A results-oriented approach</li><li>Excellent organizational and leadership skills</li><li>Ability to work under pressure</li></ul>Education &amp; Experience:<ul><li>Master&rsquo;s degree holder Preferable bachelor&rsquo;s degree holder</li><li>Proven experience as call center supervisor or similar supervisory position</li><li>Experience in customer service is essential</li></ul>Location:Quaid-e-Azam Industrial Estate Kot Lakhpat, Lahore.Job Type: Full-timeApplication Question(s):<ul><li>What's your current salary Package?</li><li>What's your expected salary Package?</li></ul>Location:<ul><li>Lahore (Required)</li></ul>Work Location: In person

Team Lead- Call Center

Strive Recovery

<div><h1 class="jobSectionHeader">Admissions Intake Substance Use Disorder Manager</h1>

Remote | Full-Time | Management | Substance Use / Behavioral Health 

<h2 class="jobSectionHeader">
About Us</h2>

Strive Recovery is a results-driven residential substance use treatment facility providing 3.5 (Clinically Managed High-Intensity Residential) and 3.1 (Clinically Managed Low-Intensity Residential) levels of care. We are on a mission to build elite, compassionate teams that transform lives &mdash; and we need an all-star Call Center Manager to lead that charge. 

<h2 class="jobSectionHeader">
Role Overview</h2>

We are seeking a high-performance, hands-on Call Center Manager to remotely lead our admissions and outreach call center team. This is a working management role &mdash; you will not only direct and develop your team of 5+ direct reports, but actively participate in call operations while driving accountability, quality, and results across all inbound and outbound call efforts.

The ideal candidate is an energetic, organized leader with a proven record in behavioral health or substance use treatment call environments &mdash; someone who builds championship-caliber teams, owns the numbers, and thrives in a fast-paced remote setting.
<h2 class="jobSectionHeader">
Key Responsibilities</h2>

Team Leadership &amp; Development
<ul><li> Directly manage, coach, and develop a remote team of 5+ call center staff</li></ul>
<ul><li> Set a high-performance culture rooted in accountability, urgency, and compassion</li></ul>
<ul><li> Conduct regular 1:1s, team huddles, call reviews, and performance evaluations</li></ul>
<ul><li> Design and implement onboarding, ongoing training, and skills development programs</li></ul>
<ul><li> Identify and cultivate top talent; build bench strength for an all-star team</li></ul>

Operations &amp; Process Management
<ul><li> Establish and enforce call center SOPs, policies, and coverage schedules</li></ul>
<ul><li> Oversee and optimize systems, technology, and workflows to maximize efficiency</li></ul>
<ul><li> Ensure adequate staffing and coverage across all shifts and call queues</li></ul>
<ul><li> Manage call routing, queue management, and escalation protocols</li></ul>
<ul><li> Monitor real-time and historical performance data; generate reports for leadership</li></ul>

Quality Assurance &amp; Accountability
<ul><li> Maintain rigorous QA standards for all inbound and outbound call activity</li></ul>
<ul><li> Listen to recorded calls, provide timely feedback, and enforce service quality benchmarks</li></ul>
<ul><li> Hold team members accountable to KPIs including conversion rates, response times, and follow-up completion</li></ul>
<ul><li> Address performance issues swiftly and constructively to protect team output</li></ul>

Verification of Benefits (VOB) Oversight
<ul><li> Oversee and ensure accurate, timely completion of insurance verification of benefits for all prospective patients</li></ul>
<ul><li> Train staff on VOB processes and ensure compliance with payer requirements</li></ul>
<ul><li> Resolve complex VOB issues and serve as an escalation point for insurance-related questions</li></ul>

Admissions &amp; Outreach
<ul><li> Drive inbound admissions inquiries through responsive, empathetic, and effective call handling</li></ul>
<ul><li> Lead and monitor outbound call campaigns to referral sources and prospective patients</li></ul>
<ul><li> Collaborate cross-functionally with clinical, admissions, and business development teams</li></ul>
<ul><li> Address urgent issues &mdash; including after-hours situations &mdash; with appropriate speed and judgment</li></ul>
<h2 class="jobSectionHeader">
Requirements</h2>

Experience
<ul><li> 2+ years of Admissions Intake Management experience specifically within a residential substance use treatment facility</li></ul>
<ul><li> Demonstrated experience at 3.5 (Clinically Managed High-Intensity Residential) level of care; familiarity with 3.1 level of care preferred</li></ul>
<ul><li> Minimum 5 direct reports managed in a call center environment</li></ul>
<ul><li> Proven experience running Verification of Benefits (VOB) processes</li></ul>
<ul><li> Track record of managing and leading remote teams effectively</li></ul>

Skills &amp; Competencies
<ul><li> Strong command of call center systems, CRMs, and remote communication tools</li></ul>
<ul><li> Ability to design and implement processes, policies, and training programs from the ground up</li></ul>
<ul><li> Exceptional organizational and time management skills with ability to prioritize competing demands</li></ul>
<ul><li> High sense of urgency &mdash; comfortable making quick decisions and resolving issues in real time</li></ul>
<ul><li> Excellent written and verbal communication skills</li></ul>
<ul><li> Data-driven mindset with the ability to interpret metrics and translate them into action</li></ul>
<ul><li> Deep understanding of behavioral health admissions, insurance landscape, and patient intake</li></ul>
<h2 class="jobSectionHeader">
What We Offer</h2>
<ul><li> Fully remote position with a mission-driven, passionate team</li></ul>
<ul><li> Competitive compensation commensurate with experience</li></ul>
<ul><li> Opportunity to build and shape a best-in-class call center from a leadership position</li></ul>
<ul><li> Collaborative, high-growth environment where your impact is visible and valued</li></ul>
<ul><li> The chance to contribute meaningfully to patient access to life-saving addiction treatment</li></ul>
<h2 class="jobSectionHeader">
How to Apply</h2>

If you are a driven call center leader with substance use treatment experience and the passion to build an elite team, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience &mdash; including your VOB background and the levels of care you have worked with.

Apply directly through Indeed or Strive Recovery website. We look forward to connecting with you.

Strive is an equal opportunity employer 


#IND</div>

Admissions Intake Substance Use Disorder Manager

Collectors

<div>Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We&rsquo;re always on the lookout for talented people to join our growing team. 
Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. 
Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. 
As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. 
We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. 
We&rsquo;re looking for a Customer Relations Supervisor to oversee the Customer Relations Center (CRC) in driving the operational strategy of the customer relations experience. The Customer Relations Supervisor will focus on enhancing the resolution of customer issues over the phone and by email, ensuring the CRC turnaround times are met within timelines of our service level agreements.
The Customer Care Supervisor must also be equipped to guide their team of Customer Relations Specialists by providing mentorship, training and direction. The right candidate will have a blend of experience across operations, customer service, and leading with a hands on approach and data-driven mindset.
You&rsquo;ll report to the PSA Sr. Customer Relations Manager and work in-office at our Plano, TX office.
Onsite requirement: This role requires you to be onsite in the office 5 days per week.
What You'll Do:<ul><li>
Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues.</li><li>
Maintain adequate staffing levels for the PSA Customer Relations Representative teams in the Plano, TX office to effectively handle customer cases and resolve issues in a timely manner.</li><li>
Implement and drive continuous improvement to Customer Relations Specialists&rsquo; training and onboarding.</li><li>
Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer relations strategy supported by data, brand insights and technology, to deliver on a customer relations experience that is streamlined, optimized and personalized to the &lsquo;collector&rsquo; experience.</li><li>
Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service standard timelines.</li><li>
Assisting CRC team members with all queries</li><li>
Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive follow-up</li><li>
Improving the CRC responses</li><li>
Creating policies and standard operating procedures (SOPs) for the CRC team</li><li>
Collaborating with I.T. to develop efficiency features to the CRC portal</li><li>
Aiding with Label Correction, Research and Quality Assurance review responses</li><li>
Tracking resolutions in a timely manner throughout Operations</li><li>
Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback</li><li>
Assisting the Claims department with Damage Reviews and resolving issues over the phone and email</li></ul>
Who You Are:<ul><li>
6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business</li><li>
Bachelor&rsquo;s or Associate&rsquo;s degree or equivalent working experience highly preferred</li><li>
Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale.</li><li>
Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change.</li><li>
Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change.</li><li>
Clear and professional oral and written communication skills in both positive or negative situations;</li><li>
Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things</li><li>
Experience with Salesforce or similar CRM; implementation experience is a plus.</li><li>
Familiarity with collectibles and the trading card hobby is a plus.</li><li>
Fluency in written and spoken Spanish is a plus</li></ul>
Physical Requirements:<ul><li>
Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.</li><li>
Hand Use: Regular hand use for various tasks.</li><li>
Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.</li><li>
Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.</li><li>
Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.</li><li>
Sitting or Standing: Ability to sit or stand for extended periods of time.</li></ul>
Salary Range: The salary range for this position is $67,535 - $79,453. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
Reasons To Join Us:<ul><li>
Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision</li><li>
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits</li><li>
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals</li><li>
Vacation: All salaried employees are eligible for flexible time-off</li><li>
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays</li><li>
Employee Discounts: Employees receive discounts on select grading services for approved submissions</li><li>
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs</li><li>
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities</li></ul>
Candidates must be authorized to work in the United States. 
Collectors uses e-Verify to validate your ability to work legally in the United States. 
We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to people@collectors.com. 
We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support. 
If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com. 
U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. 
If you are based in California, you can read information for California residents here.</div>

Supervisor, Customer Relations

City of Albuquerque

<div>
 
 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.
 
 
 <ul>
 <li>
 Supervise the activities of the Citizen Contact Center and offer technical assistance to ensure an effective operation and adequate staffing levels.
 </li>
 <li>
 Plan, organize and schedule resources to meet production requirements.
 </li>
 <li>
 Prepare daily operation reports indicating any malfunctions of equipment and those programs that are carried to another shift.
 </li>
 <li>
 Handle difficult calls from the public to ensure the most effective procedures are implemented.
 </li>
 <li>
 Monitor the productivity and performance of the Citizen Contact Center.
 </li>
 <li>
 Assist with developing and updating manuals (i.e. policies/procedures and training).
 </li>
 <li>
 Act as liaison to Mayor's Office and departmentally designated personnel.
 </li>
 <li>
 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.
 </li>
 <li>
 Conduct performance and quality monitoring and auditing; produce performance and quality metric analyses and reports; create/execute plans for performance and quality improvement.
 </li>
 <li>
 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.
 </li>
 <li>
 Maintain system database such as Frequently Asked Questions, telephone lists and personnel contact lists; organize periodic data for special projects and/or quality control.
 </li>
 <li>
 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.
 </li>
 <li>
 May be required to be "on call" during emergency situations.
 
 
 </li>
 </ul>
 
 SUPPLEMENTAL FUNCTIONS:
 
 
 
 <ul>
 <li>
 Gather information for a variety of reports.
 </li>
 <li>
 Perform routine maintenance on communications equipment; maintain communications and departmental issued equipment and manuals.
 </li>
 <li>
 Perform related duties and responsibilities as assigned.
 
 
 </li>
 </ul>
 
 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.
</div>

Citizen Contact Supervisor UCS

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