Customer Call Center Supervisor

Salary: $22.04 - $26.00 Hourly
Location : NC 28301, NC
Job Type: Regular Full-Time
Job Number: 03921
Department: City Manager's Office
Opening Date: 03/31/2024
Closing Date: 4/12/2024 11:59 PM Eastern
Description
Hiring Range: $22.04 - $26.00 / Hour D.O.Q.
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED.
A RESUME WILL NOT BE CONSIDERED IN DETERMINING YOUR QUALIFICATIONS FOR THIS POSITION.
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.
ESSENTIAL DUTIES & RESPONSIBILITIES

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,
MINIMUM QUALIFICATIONS
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.
An Equal Opportunity Employer
Health and Dental Insurance:
The City of Fayetteville Employee Healthcare Benefit Plan provides comprehensive and affordable health and dental coverage while maintaining reasonable costs to employees. Coverage is available for all regular status employees scheduled to work 30 hours or more per week. Employees may also choose to cover eligible dependents. The premium is deducted on a pre-tax basis, with the City paying a portion of the premium. Qualifying employees are eligible for benefits on the 1st day of the month following 30 days of service.
Employer Paid Leave
Paid Vacation: Employees earn vacation leave beginning the first day of employment, however, they are not eligible to take leave for 6 months. Leave accruals are based upon the number of years of service and the number of hours an employee is scheduled to work.
Paid Holidays: The City of Fayetteville observes 11 paid holidays per calendar year. The approved holidays are New Year's Day, Martin Luther King Jr. Day, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran's Day, 2 days at Thanksgiving and 2 days at Christmas.
Sick / Funeral Leave: Regular employees earn sick leave in proportion to the number of hours they are scheduled to work per week. Sick leave accruals begin the first day of employment. Sick leave can also be taken for deaths in your extended family. Sick leave hours accumulate without limits and may be used toward credible service upon retirement from the NC Local Government Retirement System.
Retirement:
The City assists our employees in securing their financial future during retirement by participating in the Local Governmental Employees' Retirement System, administered by the State of North Carolina. Regular status employees, scheduled to work 20 hours or more per week, become members in the retirement system upon employment. As a member of this system, employees are required to contribute 6 percent of their gross salary on a tax-deferred basis.
Deferred Compensation Plans:
To further assist employees in saving for retirement, the City offers two supplemental retirement savings programs. These programs offer employees an opportunity to save a portion of their salary on a tax-deferred basis to supplement their retirement benefit. The programs offered are 401(k) Supplemental Retirement Income Plan and the ICMA 457 Plan.
Cafeteria Plan / Supplemental Benefits:
Realizing that each employee may have different insurance needs, the City offers its employees the opportunity to supplement City-provided benefits by selecting from the benefits listed below. These benefits are offered at employee's expense through payroll deduction:

• Term Life Insurance (Pre-tax basis first $50,000 for employees)
• Dependent Term Life Insurance
• Critical Illness Insurance
• Universal Life Insurance
• Vision Insurance (Pre-tax basis)
• Disability Insurance
• Healthcare and Dependent Care Reimbursement Account (Pre-tax basis)

Death Benefit:
The first year an employee contributes to the retirement system, the city provides a death benefit of $3,000. After one year as a contributing member of the Retirement System, a death benefit is provided that is equal to the highest 12 months' salary in a row during the 24 months before death, no less than $25,000 and no more than $50,000. There is no cost to the employee for these benefits.
Pay Periods/Direct Deposit:
City employees are paid bi-weekly, every other Friday. As an added convenience and safety measure, the City requires all new employees to sign up for direct deposit of their payroll checks.
Employee Assistance Program:
The EAP is available at no cost to all employees and their household members. The EAP provides confidential guidance on legal, financial and personal issues that could affect your health, relationships and job performance.
01
Responses to the supplemental questions must reflect the information provided under the "Work Experience" section of the application. Your responses will be used to determine whether or not you possess the minimum qualifications required for this position at the time of application.

• I have read and complied with the above statement.

02
Are you a current City of Fayetteville employee?

• Yes
• No

03
Have you held an out-of-state driver's license (other than NC) in the past 3 years?

• Yes
• No

04
How many years of customer service experience do you have in a Call Center environment?

• 5+ years
• 3 - 4 years
• 1 - 2 years
• Less than one year
• None

05
Briefly describe your customer service experience in a Call Center environment. (If this question does not apply, please type N/A in the space provided below.)
06
How many years of experience do you have working in a Call Center lead or supervisory role?

• 5+ years
• 3 - 4 years
• 1 - 2 years
• Less than one year
• None

07
Please select the number of employees you have had the opportunity to lead or supervise.

• 11+
• 6 - 10
• 1 - 5
• None

08
Do you have experience compiling data and preparing reports?

• Yes
• No

09
Briefly describe your experience compiling data and preparing reports. (If this question does not apply, please type N/A in the space provided below.)
10
Briefly describe your computer related experience including the types of software used and for what purpose. (If this question does not apply, please type N/A in the space provided below.)
11
Do you have experience with Cityworks software?

• Yes
• No

12
Briefly describe your experience with Cityworks software. (If this question does not apply, please type N/A in the space provided below.)
13
Are you fluent in Spanish?

• Yes
• No

14
What is your skill level using Microsoft Excel?

• Proficient
• Moderate
• Basic
• None

15
INCOMPLETE APPLICATIONS WILL NOT BE PROCESSED!You may attach a resume; however, the application MUST include a 10-year history. Please answer all questions on the application in their entirety and your application MUST include the following:• Drivers License Number• Employer information including salary, address, phone number, supervisor name, and reason for leaving for each employer• Complete Education History (including High School)• A complete 10-year history to include gaps you have had between employment and/or school attendance.Example:Office Assistant1/2011 - presentThe Company123 Hay StreetFayetteville, NC 28301(910) 555-5555Unemployed6/2004 - 12/2010UnemployedStudent12/2000 - 6/2004My High SchoolFayetteville, NC 28301 Applications without a 10-year history and all the required information will be considered incomplete and will not be processed.Please take a moment to review your application for completeness.

• I have read and understand the above statement

Required Question