Assistant 311 Call Center Manager



JOB CODE: 2002

PAY GRADE: 1160

SALARY RANGE: $30,681 - $52,231

LOCATION OF WORK
Office of Business Operations and Capital Programs

GENERAL DESCRIPTION
Under the direction of the 311 Call Center Manager, performs responsible supervisory work assisting in managing the operations of the 311 Call Center. Work involves 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, observation, and results obtained. Performs other work as requested.

ESSENTIAL WORK TASKS
Provides immediate supervision to a staff responsible for receipt of complaints and requests for services; ensures requests are properly and timely processed. Monitors and evaluates staff's performance to assure quality of service, professionalism and courtesy. Receives and screens telephone calls and e-mail notifications; evaluates the needs of the customer; determines most effective method of servicing requests and call priority. Categorizes and codes complaints for data entry; performs data entry functions to record information; maintains numerous record logs. Provides general information to customers for various City-Parish services or transfers calls to appropriate departments/divisions. Consults with other departments/divisions regarding resolution of complaints and requests for services from the general public; acts as a liaison between departments/divisions. Serves as head of the 311 Call Center in the absence of the manager.

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.

MINIMUM REQUIREMENTS

EDUCATIONAL AND EXPERIENCE
High school diploma, GED, HiSET, or equivalent certificate of competency, four years of experience involving customer service and/or clerical duties, and one year of experience in a high volume call center/office environment.

SUBSTITUTIONS
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).


NOTE:
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.