Customer Service and Support Supervisor
About The Position
Oregon Parks and Recreation Department (OPRD) is proud to care for Oregon’s extraordinary landscapes and rich cultural history. The department serves its visitors and all Oregonians through its properties and programs, and recognizes that the state’s resilience and beauty are strengthened by its diverse population. Oregon State Parks are public spaces where all are welcome. We value and serve everyone, and we are committed to providing safe and equitable access to state parks and agency programs. The department will not tolerate racism, harassment, discrimination or intimidation in any form. As a Permanent, full-time, Business Operations Supervisor 2, you will provide strategic leadership and oversight for OPRD's frontline customer service team. In this role, you will ensure the effective delivery, efficiency, and continual improvement of agency-wide support and call center services. Your responsibilities will include supervising staff, managing performance, guiding training and development, overseeing budgets, and maintaining high service quality aligned with agency goals. You will deliver essential operational and administrative support to central office managers and employees, while ensuring the Information Call Center operates in an inclusive, customer-focused, and efficient manner. This position also coordinates backup support across multiple agency sections and divisions, including direct assistance to the Director, Executive Team, and Commission. Additionally, you will lead day-to-day operations, drive continuous improvement initiatives, and manage the call center platform contract, policies, and system enhancements.
Requirements
- Four years of lead work, supervision, or progressively related experience; OR one year of related experience and a bachelor’s degree in a related field.
- Criminal record and driving record check must be completed that meets OPRD Criteria at the time of hire, and throughout employment.
- Maintaining a valid driver’s license.
Nice To Haves
- Demonstrated success in training, motivating, assigning and evaluating work, disciplining, and coaching.
- Experience recognizing, addressing, and managing conflict in a business or professional setting.
- Experience making decisions related to workflow, priorities, and assignments.
- Experience managing operations, projects, or teams.
- Experience providing proactive, efficient customer service.
- Experience managing a phone call center.
- Proficiency with word processing, spreadsheets, databases, and electronic file management.
- Experience evaluating statutory, rule, or system changes to ensure rules, processes, or procedures are compliant and meet all necessary requirements.
- Skill presenting information clearly and logically, both orally and in writing.
Responsibilities
- Provide strategic leadership and oversight for OPRD's frontline customer service team.
- Ensure the effective delivery, efficiency, and continual improvement of agency-wide support and call center services.
- Supervise staff, manage performance, guide training and development, and oversee budgets.
- Maintain high service quality aligned with agency goals.
- Deliver essential operational and administrative support to central office managers and employees.
- Ensure the Information Call Center operates in an inclusive, customer-focused, and efficient manner.
- Coordinate backup support across multiple agency sections and divisions, including direct assistance to the Director, Executive Team, and Commission.
- Lead day-to-day operations.
- Drive continuous improvement initiatives.
- Manage the call center platform contract, policies, and system enhancements.
Benefits
- Work/life balance
- 11 paid holidays a year
- Competitive benefits package
- Advancement and learning opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
