311 Call Center Manager
JOB CODE: 2004
PAY GRADE: 2200
SALARY RANGE: $37,293 - $63,488
LOCATION OF WORK
Office of Business Operations and Capital Programs
Under the direction of an employee of a higher classification, performs responsible supervisory and administrative work in managing the operations of the 311 Call Center. Work involves responsibility for supervising a staff involving the receipt of complaints and requests for services from the public regarding the non-emergency operations of the City-Parish government. Work is performed with independence in decision making within established guidelines, policies, rules and regulations. Supervision is exercised over a staff of clerical employees. Work is reviewed through personal conferences, written reports, and results obtained. Performs other work as requested.
ESSENTIAL WORK TASKS
Manages a centralized, non-emergency call center for the City-Parish. Manages a staff responsible for receipt of complaints and requests for services; ensures requests are properly and timely processed. Receives e-mail notifications from Metropolitan Council Members; evaluates their needs; determines most effective method of servicing requests. Consults with other departments/divisions regarding resolution of complaints and requests for services from the general public; acts as a liaison between departments/divisions. Attends meetings with other departments to discuss improvements for the 311 Call Center. Receives and processes solid waste service requests. Prepares reports analyzing the quantity, speed, level and quality of service. Prepares and controls the division's budget; monitors expenditure levels; provides fiscal control over expenditure requests; organizes and maintains the fixed asset inventory of the division. Maintains personnel and payroll records for the division.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the functions and operations of City-Parish departments/divisions and agencies. Knowledge of modern office practices, procedures, and equipment. Skill in the use of computer terminals and related data entry equipment. Ability to plan, organize and supervise the work of subordinate employees. Ability to maintain clerical records. Ability to deal with the public with tact and courtesy. Ability to understand, explain and apply policies, procedures and regulations. Ability to express ideas, clearly and concisely. Ability to establish and maintain effective working relationships with subordinates and the general public. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.
High school diploma, GED, HiSET, or equivalent certificate of competency, four years of experience involving customer service and/or clerical duties, including one year of supervisory experience (may include project supervision), and two years of experience in a high volume call center/office environment.
Any equivalent combination of education and experience.
CERTIFICATIONS / LICENSES / REGISTRATIONS
(Unless otherwise specified below, must possess at the time of appointment and must be maintained current throughout employment in this classification.) None.
OTHER JOB ASPECTS
Position(s) may require passing a typing (45 words per minute), word processing, spreadsheet and/or other computer skill test(s).
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.