Citizen Contact Supervisor UCS

Job Title

Function in a lead capacity and serve as a shift leader for Citizen Contact Agents; monitor teams and agents; apply performance evaluation, quality monitoring and disciplinary measures as needed; apply call center best practices to maintain high level team and agent performance and respond to non-emergency call center requests in an agent capacity as needed. The position works independently approximately 75% of the time hybrid, with 25% in the office; and may fluctuate to fit the needs of the department. High-speed internet connectivity, required. This is an unclassified at-will position. Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

1. Supervise the activities of the Citizen Contact Center and offer technical assistance to ensure an effective operation and adequate staffing levels.
2. Plan, organize and schedule resources to meet production requirements.
3. Prepare daily operation reports indicating any malfunctions of equipment and those programs that are carried to another shift.
4. Handle difficult calls from the public to ensure the most effective procedures are implemented.
5. Monitor the productivity and performance of the Citizen Contact Center.
6. Assist with developing and updating manuals (i.e. policies/procedures and training).
7. Act as liaison to Mayor's Office and departmentally designated personnel.
8. Provide on the job training for all Citizen Contact Agents on computer and systems operations, work processes and procedures, structure of City organization and geographic span of operations.
9. Conduct performance and quality monitoring and auditing; produce performance and quality metric analyses and reports; create/execute plans for performance and quality improvement.
10. Correctly apply knowledge of the structure and content of the English language including the meaning and spelling or words and rules of composition and grammar.
11. Maintain system database such as Frequently Asked Questions, telephone lists and personnel contact lists; organize periodic data for special projects and/or quality control.
12. Respond to program error messages by finding and correcting problems or terminating programs; monitor the system equipment failures or errors in performance; contact system and telephone support personnel when necessary.
13. May be required to be "on call" during emergency situations.

Supplemental functions:

1. Gather information for a variety of reports.
2. Perform routine maintenance on communications equipment; maintain communications and departmental issued equipment and manuals.
3. Perform related duties and responsibilities as assigned.

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis. Bachelor's degree from an accredited college or university in public administration, or business administration; and Four (4) years of telecommunications experience in a high volume call center or contact center; and To include two (2) years of supervisory experience. Additional requirements: Possession of a valid New Mexico Driver's License, or ability to obtain by date of hire. Possession of a City Operator's Permit (COP) within 6 months from date of hire.

Working Conditions

Environmental: Office environment; exposure to computer screens. Physical: Essential and supplemental functions may require sitting or standing for prolonged periods of time.