Supervisory Contact Representative

Supervisory Contact Representative

The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Duties may include, but are not limited to the following:

• Takes appropriate steps to recommend or effect changes necessary to enhance employee and section performance.
• Develops new or proposed policies, procedures, and guidelines and makes recommended changes to standard operating procedures (SOPs) as needed.
• Conducts research and investigations to solve problems.
• Monitors recorded and live calls.
• Assures employees are trained and familiar with assigned duties, agency policies, and procedures.
• Analyzes individual and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives.
• Provides daily, monthly, and quarterly annual reports and statistical data.
• Participate in special projects, ongoing analyses, investigations, and initiatives.
• Recommends personnel actions that include both disciplinary and performance-based actions.

Work Schedule: Monday - Friday, 8-hour shift between 6:30am - 7:30pm CST. Specific work shift to be determined by supervisor after completion of training.

Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position.

Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception or exemption will happen after a tentative job offer, but before a final job offer.