Call Center Supervisor (Management Analyst II)

Fairfax County•Fairfax (Ej26), VA

3d•Onsite

About The Position

Join the Park Authority and our nationally recognized team of professionals! This position works as a part of one of the most highly regarded park systems in the country. With more than 25,000 acres of parkland, nine Rec Centers, eight golf courses, three lakefront parks, and more, FCPA is an exciting organization to be a part of and there are many opportunities for staff to make a difference at every level. This position is responsible for the division's must-answer lines, receives customer concerns, and determines appropriate action. Resolves issues or refers to proper group and follows up to ensure satisfaction. Interprets and conveys park policies and procedures on park use to the public. Act as liaison with mandated partners. Coordinates efforts for services between other local agencies such as CSB, NCS and Therapeutic Services. Communicates and interacts with other divisions to facilitate customer problem solving. Maintains an in-depth knowledge of the Park Authority, Fairfax County, and metropolitan area leisure services and programs. Oversite of the agency's customer service programs to ensure a high level of customer service across all agency lines of business. Acts as department liaison for the Partakes Magazine Review and Planning Committee. Manages processes for employees to interpret brochures, advertisements, instructions for completing forms. Works with various county agencies for collaboration on interagency pass and class sales. Manages the development and implementation of community outreach plans to target underserved populations and to increase overall program participation. Refers inquiries for public assistance to appropriate county agencies. Acts as the Park Authority liaison for the county’s LiveWell program. Responsible for the communication of corporate membership accounts for all Park Authority Rec Centers. Serves as the primary point of contact for the division employees. This position will have extensive knowledge in all areas of division-wide services and programs. Responsible for the department that responds directly to a high volume of customer requests for information, complaints, and resolution. Individual is responsible for the supervision and training for the unit's call center staff, and operation of various office equipment and trains staff in the use of standard office equipment. Note: The assigned functional areas of this position are Customer Service, Administration, Call Center Supervision, Training, and Database Maintenance. Illustrative Duties (The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.) Performs a wide range of professional work in multiple administration functions within an organizational unit including analysis and project management; May supervise administrative and paraprofessional staff; Performs a variety of technical and professional work related to monitoring and reporting on departmental business processes, activities, and outcomes; Plans, develops, and implements comprehensive communication and education plans on programs and services for both county agencies and community organizations; Assists with developing and conducting special studies and research initiatives, by designing survey instruments, gathering data and information from department staff, developing data analysis tools, conducting statistical analyses, initiating literature reviews, etc.; Conducts analysis and reporting of quantitative and qualitative data in order to track and monitor various business process indicators; Serves as the point-person and liaison within the department and with central county departments regarding a designated program and functional areas of responsibility; Prepares reports and presentations of analysis and findings.

Requirements

Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area
Two years of professional work experience within the functional area
Driver's License

Nice To Haves

Demonstrated abilities in management operations
Financial and resource management
Annual and long-range planning
Personnel management
Community outreach
Leadership
Knowledge of and ability to ensure compliance with local, state, and federal regulations as applicable to the area of management
Bilingual in English and another language

Responsibilities

Supervision and training for the unit's call center staff
Operation of various office equipment and trains staff in the use of standard office equipment
Performs a wide range of professional work in multiple administration functions within an organizational unit including analysis and project management
May supervise administrative and paraprofessional staff
Performs a variety of technical and professional work related to monitoring and reporting on departmental business processes, activities, and outcomes
Plans, develops, and implements comprehensive communication and education plans on programs and services for both county agencies and community organizations
Assists with developing and conducting special studies and research initiatives, by designing survey instruments, gathering data and information from department staff, developing data analysis tools, conducting statistical analyses, initiating literature reviews, etc.
Conducts analysis and reporting of quantitative and qualitative data in order to track and monitor various business process indicators
Serves as the point-person and liaison within the department and with central county departments regarding a designated program and functional areas of responsibility
Prepares reports and presentations of analysis and findings