Call Center Supervisor - Baltimore City Department of Information Technology

Baltimore City•City of Syracuse, NY

11d•$53,641 - $87,426•Onsite

About The Position

A Call Center Supervisor evaluates the performance of, disciplines and recommends the hiring, firing and promoting of subordinate customer service agent personnel. The work of this class involves supervising customer service agent and clerical staff. Incumbents receive general supervision from an administrative superior. Employees in this class work a rotating shift including weekends and legal holidays. Work is performed in an office where there are few hazardous conditions, but where some mental pressure and stress may be encountered at times. Work requires minimal physical exertion.

Requirements

Graduated from an accredited high school or possession of a GED certificate
Three years of experience as a Call Center Representative in a “Call Center” environment
Operating a computer terminal for the purpose of data entry or word processing
One year of lead work experience in assigning, reviewing and correcting the work of subordinate customer service representative staff.
Knowledge of the practices and procedures of computerized data entry.
Skill in the operation of basic Window-type applications.
Skill in dealing with the public effectively, tactfully and calmly.
Skill in exercising tact, diplomacy and sound judgement in sensitive or stressful situations.
Skill in recording data accurately within limited time periods.
Ability to recommend revisions and changes to operational policies and procedures.
Ability to decipher, interpret and understand complex requests for City services or information.
Ability to speak clearly and concisely in English.
Ability to establish and maintain effective working relationships with the general public, City employees and shift work staff.
Ability to operate computer terminals and keyboards.
Ability to type or stroke with speed and accuracy.
Ability to compile and maintain records and reports.
Ability to train new employees.
Supervisory ability.

Responsibilities

Evaluates the performance of subordinate customer service agent personnel.
Disciplines subordinate customer service agent personnel.
Recommends the hiring of subordinate customer service agent personnel.
Recommends the firing of subordinate customer service agent personnel.
Recommends the promoting of subordinate customer service agent personnel.
Supervises customer service agent and clerical staff.
Assigning, reviewing and correcting the work of subordinate customer service representative staff.