Administrative Support Supervisor- Customer Experience Call Center

Mecklenburg County Government; Charlotte (NC); On-site; USD 53,000 - 68,000; Full time

Job summary

Mecklenburg County Park and Recreation Department seeks an experienced Administrative Support Supervisor to lead the Customer Experience Call Center, directing day-to-day operations and ensuring timely, professional information for residents and visitors seeking programming, facilities and services.

The ideal candidate will supervise call center staff, manage workflows and performance, resolve escalated concerns, analyze service data, and collaborate with the safety manager to post training on

Qualifications

• Six years of administrative experience
• Associate degree in a related field
• Valid North Carolina or South Carolina driver’s license and county driving privileges
• Data entry; intermediate Microsoft Office; proficient with various computer applications

Responsibilities

• Supervise clerical and administrative support staff in a department
• Prepare invoices, reports, memos, letters, agendas, financial statements and other documents
• Conduct research, organise data, and prepare papers for manager or leadership committees
• Review operating practices and procedures for workflow, reporting, or expenditures improvements
• Prepare agendas and arrange meetings, including catering for committees
• Read and analyse incoming information to determine significance and distribution
• Open, sort and distribute incoming correspondence and manage records/databases

Skills

Active listening

Reading comprehension

Effective communication

Coordination and organisation

Collaboration and leadership

Judgement and decision making

Time management

Education

Associate degree in related field

Tools

Microsoft Office

Job description

Follow Your Calling, Find Your Career

Pay Range: $53,102.40/yr - $68,423.25/yr

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Did you know that Mecklenburg County Park and Recreation proudly hosts many community events each year? Hummingbird Festival, The Senior Games and Festival in the Park are just a few that our employees and residents look forward to every year! Mecklenburg County Park and Recreation Department (MCPRD) strives to enrich the lives of our residents. We do this by providing exciting and safe recreational amenities and programs, change to improve our resident’s fitness levels and decrease health care costs. This contributes to a sense of community through events and spaces for the public to socialize, thereby increasing property values and providing tourism venues. We protect open space, natural areas, and our treasured tree canopy through stewardship. We play a critical role in ensuring Mecklenburg County achieves its vision that the county “will be a community of pride and choice for people to LIVE, WORK and RECREATE.” The department serves a population exceeding one million residents and serves the City of Charlotte, six towns, and the unincorporated areas of the county covering 523 square miles. In addition, the department manages over 21,000 acres and 230+ parks, nature preserves, greenways and facilities. The Mecklenburg County Park & Recreation Department is continually recognized for its cutting-edge programs, state‑of‑the‑art facilities and unique partnerships. Our success is rooted in our staff. If you are interested in joining a dynamic team, dedicated to building a better community, and being recognized as leaders both in our community and across the country, then Mecklenburg County has great opportunities for you.

POSITION SUMMARY

Mecklenburg County Park and Recreation is seeking an experienced and customer‑focused Administrative Support Supervisor to lead the day‑to‑day operations of our Customer Experience Call Center. This position will supervise a team responsible for providing timely, professional, and welcoming assistance to residents and visitors seeking information about parks, recreation programs, facilities, events, and services. The successful candidate will be a strong people leader with excellent communication, problem solving, and organizational skills. The ideal applicant will have experience supervising a call center team, managing workflows and performance expectations, resolving escalated customer concerns, analyzing service data, and using technology to improve customer experience. Strong judgment, patience, accountability, and the ability to coach and develop employees will be essential in this role. This position will also assist with the collection and submission of data surrounding the call center to the department’s data analyst. The position will also assist the Department’s safety manager in posting upcoming safety training onto the Department’s registration platform. This full‑time role may be required to work evenings based upon business needs.

By applying to this position, you are eligible to be considered for a similar role, in which you meet the minimum qualifications for, at other Park and Recreation locations should they become available. If you are looking to grow in your career, or transition laterally into a new role, don't miss this opportunity to apply!

PREFERRED QUALIFICATIONS

• At least 3 years of call centre management experience
• Extensive experience training and coaching direct reports

ESSENTIAL FUNCTIONS

• Supervise and coordinate the activities of clerical and administrative support employees in a department
• Prepare correspondence such as invoices, reports, memos, letters, agendas, financial statements and other documents using various computer applications
• Conduct research, compile/organise data, and prepare papers for consideration and presentation by manager, committees, and/or other members of the leadership team
• Review operating practices, processes and procedures to determine whether improvements can be made in areas such as workflow, reporting procedures or expenditures
• Prepare agendas and make arrangements, such as coordinating catering for luncheons, for committees, and other meetings
• Read and analyse incoming information, memos, submissions and reports to determine their significance and determine their distribution
• Open, sort and distribute incoming correspondence, including faxes and email
• Perform general office duties, such as ordering supplies, maintaining records management database systems

MINIMUM QUALIFICATIONS

Experience: Minimum of six (6) years of administrative experience

Education: Associate’s degree in a related field

Combination of relevant education and relevant experience accepted?: Yes

Licenses/Certifications: May require a valid North Carolina or South Carolina driver’s license and County Driving Privileges

Computer Skills: Data Entry; Intermediate use of Microsoft Office Suite; Proficient in various computer applications

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge:

• Administrative and clerical procedures and systems using various computer applications, managing files and records
• Principles and processes for providing customer and employee services
• Structure and content of the English language including the meaning and spelling of words, rules of composition and grammar

Skills:

• Active listening and reading comprehension
• Effective communication
• Coordination and organisation
• Collaboration and leadership
• Judgement and decision making
• Time management

Abilities:

• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures
• Building Partnership: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organisations to help achieve business goals
• Building Trust: Interacting with others effectively to build confidence in one’s intentions and those of the organisation
• Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organisation’s needs
• Decision Making: Identifying and understanding issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences
• Developing Others: Planning and supporting the development of individuals’ skill and abilities so that they can fulfil current or future job/role responsibilities more effectively
• Follow‑up: Monitoring the results of delegations, assignments or projects, considering the skills, knowledge and experience of the assigned individual and the characteristics of the assignment or project.
• Planning and Organising: Establishing courses of action for self and others to ensure that work is completed efficiently

COMPENSATION AND BENEFITS

In addition to a competitive salary, Mecklenburg County offers a generous benefits package which greatly increases your total compensation. Benefits include medical, dental, vision, life, short‑term disability, long‑term disability, accident, cancer, critical illness, medical bridge and pet insurance; dependent care, health‑care and commuter flexible spending accounts; health savings account; paid holiday, vacation and sick days; near site clinics for preventive care and illnesses; an employee discount programme which provides discounts for retail, dining, shopping, travel, tickets and more; an employee assistance programme including financial and legal counselling; access to Mecklenburg County fitness and aquatic facilities; paid family leave; tuition reimbursement; a 5 % employer match on retirement savings plan contributions and a defined benefit plan for retirement.

WORK ENVIRONMENT

Works in a call centre setting

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

DISCLAIMER STATEMENT

This is not intended to be an all‑inclusive list of job‑related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.