Customer Experience Manager - Call Center

County of Mecklenburg, NC • Charlotte, NC

8d • $71,926 - $91,705 • Onsite

About The Position

The Economic Services Division (ESD) within the Department of Community Resources (DCR) administers federal and state-mandated programs for eligible families. ESD administers programs including Food & Nutrition Services, More Than A Job NC, Work First Family Assistance, Work First Employment Services, Medicaid for Family & Children, Adult Medicaid, Energy Assistance, and Emergency Assistance programs.

Position Specific Summary
The selected candidate will manage the call center and the administrative support team of 50 employees and 5 supervisors in a fast-paced environment. The Customer Experience Manager will oversee the operations and performance metrics of the call center. Additionally, the Customer Experience Manager will support staff with addressing customer complaints and resolving issues to improve customer satisfaction.
This position requires on-site support 5 days a week.
Position Summary
Plan, coordinate, and manage human services programs. This position is responsible for organizing staff to effectively carry out program activities; implementing program design, development and strategic planning; and ensure compliance with program requirements.

Requirements

• Minimum of six years of experience in area of assignment, including one year of supervisory experience or completion of an approved supervisory training program
• Bachelor's Degree in Human Services or related field.
• Requires a valid North Carolina or South Carolina Driver's License
• Requires County Driving Privileges
• General social work principles and available resources
• Social services procedures, practices and methods
• Social services related federal, state and local laws, rules and regulations relating to provision of public assistance, and social welfare
• Case management methods and techniques
• Services offered by the county and other local public and private community based service agencies
• Developing trends and best practices in the specific program area
• Supervising and evaluating employees
• Prioritizing and assigning work
• Managing and executing multiple tasks
• Maintaining various confidential records
• Evaluating records to ensure accreditation standards are met
• Exercising judgment and discretion
• Resolving conflict and crisis intervention
• Achieve and maintain effective relationships with clients, other professionals and the general public
• Preparing correspondence and comprehensive reports
• Working in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs
• Working nights and/or weekends for positions in certain departments
• Building Partnerships: 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
• Business Acumen: Using economic, financial, market and industry data to understand and improve business results; using one’s understanding of major business functions, industry trends and own organization’s position to contribute to effective business strategies and tactics
• 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
• Leadership Disposition: Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role
• Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
• Strategic Decision Making: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints and organizational values
• Proficient in various computer programs including Microsoft Office Suite

Nice To Haves

• Medicaid and Food and Nutrition Services experience
• Minimum of three years of managerial or supervisory experience

Responsibilities

• Supervise and support daily operations of the call center, including inbound/outbound calls, emails, and chat channels.
• Monitor performance metrics (e.g., call volume, handle time, customer satisfaction) and implement improvements as needed.
• Establish and enforce Customer Service Center operating level agreements in consultation with staff to set problem resolution expectations and timeframes.
• Collaborate with leadership to develop and execute strategic plans for service improvements.
• Analyze performance of Customer Service activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service to prevent future service interruptions
• Manage scheduling, shift planning, and resource allocation to meet peak demand.
• Manage and evaluate assigned staff; process and resolve employee concerns and problems; direct work; coach, counsel, and mentor staff; complete employee performance appraisals; conduct interviews and make hiring recommendations
• Develop procedures to meet department or program goals, ensuring adherence to regulatory guidelines
• Review information with teams or staff members to provide guidance and direction in the delivery of services
• Establish performance objectives, conducts periodic reviews and monitors progress
• Monitor budget activities and adjusts expenditures and makes recommendations as appropriate
• Review and audit staff cases and workloads to prioritize duties and referrals for new cases
• Provide consultation to staff in complex case situations, acute emergencies, or cases which require a high-level decision
• Complete monthly and quarterly program reports; review and analyze reports and statistics for continuous awareness of program operation and generate and present operational reports to senior management.
• Develop program goals, objectives, and strategies to provide direct assistance to customers
• Identify information and resources necessary to assess community needs
• Plan and assign responsibility for staff orientation and development
• May be required to staff shelters in event of a disaster
• Respond in cases of urgent and/or emergent events that require public health interventions. Employees may be trained for and assigned duties unrelated to their regular work; work outside normal business hours and workdays and/or in a different work location may be required. Emergency events include, but are not limited to, communicable disease outbreaks, severe weather situations (e.g. snow or ice storms, tornados, hurricanes), natural disasters (e.g. earthquakes), fire, or power outages, and acts of terrorism.

Benefits

• Salary Range: $71,925.74 - $ 91,705.31 This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager