Call Center Supervisor - Baltimore City Department of Information Technology

Call Center Supervisor

Salary Range: $53,641.00 - $87,426.00 Annually

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops.

Job Summary

A Call Center Supervisor evaluates the performance of, disciplines and recommends the hiring, firing and promoting of subordinate customer service agent personnel. The work of this class involves supervising customer service agent and clerical staff.

Incumbents receive general supervision from an administrative superior. Employees in this class work a rotating shift including weekends and legal holidays. Work is performed in an office where there are few hazardous conditions, but where some mental pressure and stress may be encountered at times. Work requires minimal physical exertion.

Minimum Qualifications

On or before the date of filing the application, each candidate must:

Education: Have graduated from an accredited high school or possession of a GED certificate

AND

Experience: Have three years of experience as a Call Center Representative in a "Call Center" environment including operating a computer terminal for the purpose of data entry or word processing and including one year of lead work experience in assigning, reviewing and correcting the work of subordinate customer service representative staff.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

**APPLICATION DEADLINE: Please submit your application no later than 12:00 AM on the closing date to be eligible for consideration.

Knowledge, Skills, and Abilities

• Knowledge of the practices and procedures of computerized data entry.
• Skill in the operation of basic Window-type applications.
• Skill in dealing with the public effectively, tactfully and calmly.
• Skill in exercising tact, diplomacy and sound judgement in sensitive or stressful situations.
• Skill in recording data accurately within limited time periods.
• Ability to recommend revisions and changes to operational policies and procedures.
• Ability to decipher, interpret and understand complex requests for City services or information.
• Ability to speak clearly and concisely in English.
• Ability to establish and maintain effective working relationships with the general public, City employees and shift work staff.
• Ability to operate computer terminals and keyboards.
• Ability to type or stroke with speed and accuracy.
• Ability to compile and maintain records and reports.
• Ability to train new employees.
• Supervisory ability.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a mandatory six-months.

Eligibility

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.

Education Accreditation

Applicants' education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at

Selection Process

All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.

Examination Process

Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months. The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

Your Recruiter: Ayomide Arodoye, Recruitment & Talent Acquisition Specialist II

If you have any questions, please contact Ayomide Arodoye via email at View email address on click.appcast.io

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodation during the hiring process should contact Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER.