Call Center Manager

City of Detroit; Michigan; On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Detroit is seeking a Call Center Manager to oversee operations of its Constituent Service Call Center. The role involves managing staff, developing policies, and ensuring high levels of customer service. Candidates should have a strong background in call center operations and supervisory experience. This position requires effective communication skills and the ability to handle complex administrative issues.

Qualifications

• Bachelor's degree required.
• Three years' supervisory experience in customer service call center.
• Note: Managerial experience may substitute educational requirements.

Responsibilities

• Direct and coordinate operations of the City of Detroit call center.
• Design and implement call center policies.
• Monitor call center performance metrics.

Skills

Knowledge of telephone and computer communications systems

Knowledge of call center practices

Skill in identifying complex customer service requests

Skill in effective interaction with personnel

Skill in exercising tact and diplomacy

Ability to speak clearly in English

Ability to manage varied operations

Ability to solve operational problems

Ability to communicate in writing

Education

Bachelor’s degree from an accredited college or university

Job description

DEPARTMENT OF TRANSPORTATION
Call Center Manager

Under general direction, plans, manages and supervises the operations and activities of the centralized City of Detroit Constituent Service Call Center. Supervises staff engaged in receiving, processing and tracking public telephone calls and requests for information and/or services.

Essential Duties and Responsibilities (may perform other duties as assigned)

• Directs and coordinates the operations of the City of Detroit call center.
• Designs, develops, implements and reviews call center administrative policies and procedures.
• Prepares operational and strategic plans and policies based on identified needs of customers and statistical analysis of operational trends.
• Resolves complex administrative and customer service problems.
• Monitors and evaluates the operation of the call center and the performance of telephone, computer and other systems.
• Recommends changes to administrative, organizational and call center policies and operations.
• Supervises, directly and through subordinate supervisors, all call center staff.
• Develops, implements, and as required, revises work schedules of call center personnel to ensure adequate staffing during peak periods or emergencies.
• Monitors, evaluates and documents employee work performance.
• Handles disciplinary problems.
• Represents the department in contacts with professional organizations, private concerns, and governmental agencies regarding call center activities.
• May perform additional duties as assigned.

Qualifications (required):

• A Bachelor’s degree from an accredited college or university.
• Three years’ work experience supervising and coordinating the operations and activities of a large volume customer service call center for a large public or private institution, including one year of supervisory experience.
  • Note: One year of customer service call center managerial experience may be substituted for each year of the bachelor degree requirement.

Equivalent combinations of education and experience may be substituted to meet the education and experience requirements of this position.Evaluation Plan:

• Interview: 70%
• Evaluation of Training, Experience & Personal Qualifications (T.E.P.): 30%
• Total Interview and Evaluation of (T.E.P.): 100%

Additional points may be awarded for:

• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 point

Knowledge, Skills and Abilities

• Knowledge of telephone and computer communications systems, including data entry practices and procedures.
• Knowledge of call center practices, principles, methods and trends.
• Skill in identifying and processing complex customer service requests.
• Skill in effectively interacting with departmental personnel and professional contacts.
• Skill in exercising tact, diplomacy and sound judgment in dealing with sensitive situations.
• Ability to speak clearly and concisely in English.
• Ability to plan, coordinate, and manage varied but inter-related operations and activities.
• Ability to solve operational, supervisory, and administrative problems.
• Ability to effectively communicate in writing.
  
  

Physical Demands

The employee generally remains in a stationary position for an extended period of time operating standard office equipment which may include computers, telephones, photocopiers, and fax machines. The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files. Must be able to lift, push, pull, and carry up to twenty-five (25) pounds.

Work Environment

Work is performed primarily in an office environment. Some work requires travel to meetings, conferences, and other work sites with exposure to seasonal weather conditions.

The Constituent Service Call Center operates on extended hours. Employees in this class will be required to work any assigned shift that may include rotating shifts, evenings, or nights.