EXECUTIVE II - CALL CENTER PROGRAM MANAGER

State of Illinois•Springfield, IL

16d•Onsite

About The Position

Serves as the agency’s Call Center Program Manager. Evaluates program activities. Serves as spokesperson behalf of the Constituent Customer Services Manager and the Department. Leads and oversees the execution of Call Center staff and material modifications. Drafts and submits budgets and procurements in relation to the Call Center operations to the manager for incorporation into final submissions. Provides accurate and timely responses to internal and external audit requests on all audits for the Department’s Call Center operations.

Requirements

Requires knowledge, skill and mental development equivalent to completion of four years of college, preferably with courses in business or public administration.
Requires two years of responsible administrative experience in a public or business organization.
Requires two years of experience operating ILES, CORE, and/or similar private sector experience
Requires two years of experience conducting customer service by 1) phone, 2) email, and 3) in-person.
Requires two years of experience working in call-center operations and/or administration.
Requires two years of experience serving as a spokesperson on behalf of a governmental organization or similar private sector experience
Requires two years of experience in heavy use, navigation, and modifying Microsoft Excel.
Requires two years of experience in governmental budgeting, procurement or similar private sector experience.
Requires two years of experience reviewing licensing applications and determining eligibility based on predetermined criteria/rules.
Requires completion of a background check and self-disclosure of criminal history.
Requires the ability to travel in the performance of duties.

Nice To Haves

Prefers two years of experience operating ILES, CORE, and/or similar government professional licensing software.
Prefers two years of experience conducting customer service by 1) phone, 2) email, and 3) in-person.
Prefers two years of experience working in call-center operations and/or administration.
Prefers two years of experience serving as a spokesperson on behalf of a governmental organization.
Prefers two years of experience in heavy use, navigation, and modifying Microsoft Excel or similar systems.
Prefers two years of experience in governmental budgeting or procurement.
Prefers two years of experience reviewing licensing applications and determining eligibility based on predetermined criteria/rules.

Responsibilities

Serves as the agency’s Call Center Program Manager; plans, directs, implements, organizes, monitors, controls, and implements the Department’s Call Center liaison functions.
Evaluates program activities; collaborates with Department staff having calls handled by the Call Center and develops new processes and procedures to enhance effectiveness and quality of the Call Center operations.
Serves as spokesperson on behalf of the Constituent Customer Services Manager and the Department to all internal and external entities including the Governor’s Office, the Legislature, the Office of Management and Budget, vendors, contractors, public, private and federal officials regarding Call Center operations.
Leads and oversees the execution of Call Center staff and material modifications, ensuring access to Department and state systems and information is appropriately applied in a timely manner.
Drafts and submits budgets and procurements in relation to the Call Center operations to the manager for incorporation into final submissions.
Provides accurate and timely responses to internal and external audit requests on all audits for the Department’s Call Center operations.
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Benefits

Health, Life, vision, and dental insurance
12 weeks paid maternity/paternity leave
Pension Plan – Vesting at 10 years for Tier II
Full 20-year retirement awards free health insurance during retirement
Deferred compensation and other pre-tax benefits programs
Paid state holidays, 12-14 days annually
3 paid Personal Business Days annually
12 Paid Sick Days annually (Sick days carry over year to year)
10-25 Days of Paid Vacation time annually (10 days in year one of employment)
Personal, sick, and vacation rates modified for 12 hour work schedules (as applicable)
Employee Assistance Program and/or mental health resources