ADMINISTRATIVE SUPERVISOR

City-of-Houston,-T; Houston (TX); On-site; USD 52,000 - 73,000; Full time

Job summary

City of Houston's 311 Call Center seeks a supervisor to lead personnel, manage daily operations, and ensure accurate information and quality service to the public.

You will plan and schedule resources, prepare daily reports, handle difficult calls, monitor performance, and contribute to training and policy updates. On-call during emergencies is possible.

Qualifications

• Bachelor's degree in Business Administration, Accounting, Political Science, Psychology, or a closely related field.
• Three years of experience in personnel, administration, accounting, or closely related field.
• Directly related professional experience may substitute education.

Responsibilities

• Supervises and directs personnel engaged in communications and records-keeping for quality service.
• Oversees daily activities and provides technical assistance for effective operation.
• Plans, organizes and schedules resources to meet production needs.
• Prepares daily reports noting malfunctions and cross-shift handoffs.
• Handles difficult public calls and ensures best-practice procedures.
• Monitors productivity and performance of 3-1-1 telecommunicators.
• Assists with developing and updating manuals, policies, procedures and training.
• May be on call during emergency situations.

Skills

Supervisory

Customer service

Communication

Emergency management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Accounting

Bachelor's degree in Political Science

Bachelor's degree in Psychology

Job description

Applications accepted from: All Persons Interested

Section: 311 Call Center

Reporting Location: 2805 McKinney St, 3rd Floor

Workdays & Hours: Monday - Friday*

*Subject to Change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

• Supervises and directs personnel engaged in communications and various record-keeping activities and provides general information and customer assistance for quality service.
• Supervises the daily activities of the Communication Center and offers technical assistance to ensure an effective operation.
• Plans, organizes and schedules resources to meet current and future production requirements.
• Prepare daily operational reports indicating any malfunctions of equipment and those programs that are carried to another shift.
• Handles difficult calls from the public to ensure the most effective procedures are implemented.
• Monitors the productivity and performance of 3-1-1 telecommunicators.
• Assists with developing and updating manuals, such as policies and procedures and training.
• May be required to be 'on call' during emergency situations.

Working Conditions

The position is physically comfortable, the induvial has discretion about walking, standing, etc

This is a Houston Public Works Emergency Management position at the Tier I Level.

EDUCATIONAL REQUIREMENTS

Requires a Bachelor's degree in Business Administration, Accounting, Political Science, Psychology or a closely related field.

EXPERIENCE REQUIREMENTS

Three years of experience in personnel, administration, accounting or a closely related field are required.

Directly related professional experience may be substituted for the education requirement on a year-for-year basis.

LICENSE REQUIREMENTS

None

** Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6. **

SELECTION/SKILLS TESTS REQUIRED

None

However, the department may administer a skill assessment evaluation.

SAFETY IMPACT POSITION

Yes

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

Pay Grade 22

EOE Equal Opportunity Employment

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.