Customer Call Center Supervisor

The City of Fayetteville is currently recruiting for a Customer Call Center Supervisor to oversee the daily operations of the City of Fayetteville Call Center; to supervise, and participate in the work of Call Center Representatives serving as the first point of contact for City residents, via phone and email; to answer questions and/or direct residents to correct area of City government to address their questions/concerns.

1. Lead and participate in serving as the main point of contact for City residents via phone and e-mail; respond to requests for information about City policies and services in the City Call Center.
2. Plan, prioritize, assign and review the work of Customer Service Representatives on a daily basis.
3. Participate in the selection of assigned staff; provide or coordinate staffing training; work with employees to correct deficiencies.
4. Establish schedules and methods for providing adequate coverage for telephones; identify resources needed.
5. Monitor daily operations of the Call Center to include established service quality standards and established telephone order processing time standards (talk time, after call work, accuracy etc.)
6. Prepare and present staff reports, logs and other necessary correspondence.
7. Participate in the development and administration of the Call Center annual budget.
8. Develop, update, and maintain information and data for department reference manuals.
9. Respond to the more sensitive and difficult public inquiries in a courteous manner; research, resolve and respond to customer problems and complaints in an efficient and timely manner, explain organizational policies and procedures to the public.
10. Participate in the development of goals, standards, objectives, policies, and procedures; make recommendations for changes and improvements.
11. Manage the implementation of existing standards, policies and procedures; monitor work activities to ensure compliance with established policies and procedures.
12. Create and process work orders for service requests.
13. Perform a variety of clerical duties, including filing, and other related activities.

For a complete job description, click here.Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Experience:
Three years of experience in customer service work in a Call Center environment with one year Call Center Supervisory experience.
Training:
Equivalent to completion of the twelfth grade.
LICENSING & CERTIFICATIONS:
Required:
None.
Preferred:
None
From the time of closing, the selection process is anticipated to last approximately 4 - 6 weeks. The process will consist of a panel interview and skills testing including, but not limited to, Applying Policies, Customer Service Interaction, and Proofreading with the selected candidate being subject to a pre-employment drug screen, background check and driving history check.
Employment Type: Regular Full-Time