311 Contact Center Supervisor

City of Charlotte

4d

About The Position

The 311 Contact Center Supervisor is a professional, dedicated supervisor who is responsible for coaching, developing, and motivating Customer Service Representatives (CSRs). The 311 Contact Center Supervisor is focused on helping their team provide accurate and efficient customer service, while being supportive, communicative and attentive to their team member’s needs. To view a video about CharMeck 311 use this link: https://www.youtube.com/watch?v=jpVuWRua7ro

Requirements

• Proficient with technology, particularly Microsoft Office, computer software applications, and telephony systems.
• Excellent verbal and written communication skills
• Skills to address customer complaints and operational issues efficiently
• Demonstrate problem solving, leadership and customer service skills
• Demonstrate the ability to work well under pressure, handle multiple tasks and work effectively and cooperatively in a team environment
• Maintain a high level of confidentiality in relation to documents and information
• Must have strong organizational and decision-making skills
• High School Graduate or Equivalent and Five Years of Experience or 2 Year College Degree and Three Years of Experience

Nice To Haves

• Fully cross trained (triple skilled) in all CharMeck 311 systems and applications preferred
• Previous experience as a call center supervisor or similar supervisory position preferred.

Responsibilities

• Manage a team of Customer Services Representatives (CSRs) and actively engage with CSRs daily to ensure understanding and adherence to call center policies, objectives and performance standards
• Monitor and track attendance for their team
• Coach for improved performance/attendance, and deliver corrective action as appropriate
• Work with internal and external team members to support CSRs and enhance customer satisfaction
• Promote employee satisfaction and provide process improvement suggestions for existing processes
• Complete performance reviews as scheduled
• Serve as the first point of contact for CSR questions and escalations
• Analyze team data and create reports for Operations management
• Monitor agent calls to ensure quality customer service is provided
• Represent Housing & Neighborhood Services at meetings and community events
• Review and approve timesheets weekly
• This position is considered essential. The 311 Contact Center Supervisor may be asked to work when other City offices are closed due to bad weather or other significant events

Benefits

• The City of Charlotte provides a comprehensive benefits package to eligible employees.
• Click here to learn more about the City of Charlotte’s benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees