Administrative Support Supervisor- Customer Experience Call Center

Mecklenburg County•Charlotte, NC

2d•Onsite

About The Position

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!

Requirements

Minimum of six (6) years of administrative experience
Associate’s degree in a related field
Combination of relevant education and relevant experience accepted?: Yes
May require a valid North Carolina or South Carolina driver’s license and County Driving Privileges
Data Entry
Intermediate use of Microsoft Office Suite
Proficient in various computer applications
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
Active listening and reading comprehension
Effective communication
Coordination and organization
Collaboration and leadership
Judgement and decision making
Time management
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 organizations to help achieve business goals
Building Trust: Interacting with others effectively to build confidence in one’s intentions and those of the organization
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 organization’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 fulfill 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 Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently

Nice To Haves

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

Responsibilities

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/organize 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 analyze 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

Benefits

medical
dental
vision
life
short term disability
long term disability
accident
cancer
critical illness
medical bridge
pet insurance
dependent care
healthcare
commuter flexible spending accounts
health savings account
paid holiday
vacation
sick days
near site clinics for preventive care and illnesses
an employee discount program which provides discounts for retail, dining, shopping, travel, tickets and more
an employee assistance program including financial and legal counseling
access to Mecklenburg County fitness and aquatic facilities
paid family leave
tuition reimbursement
a 5% employer match on retirement savings plan contributions
a defined benefit plan for retirement