Manager - Constituent Services
About The Position
The Constituent Services Manager oversees operations of the Constituent Call Center at the Parent Welcome Center. The role ensures parents, community members, and District employees receive timely, consistent, and high-quality customer service. The Manager handles escalated constituent concerns, develops and delivers customer service training, monitors performance metrics, supervises staff, and collaborates with District departments and schools to strengthen service delivery and support Family and Community Engagement (FACE) goals. The position manages staffing for full-time Call Center Assistants and seasonal temporary support as needed to provide effective, cost-conscious service. It also directs reporting and recordkeeping, develops systems to track performance, sets local targets aligned with organizational goals, and provides staff with the resources needed to perform their work. Applicants must meet the stated education and experience qualifications. Proof of education, training, and/or experience is required. The salary range is $73,462.40 to $105,665.50. Interested applicants should apply through the MSCS Careers website.
Requirements
- Bachelor’s degree from an accredited college or university in Public Administration, Business Administration, Communication, Education, Human Resources, or a related field, plus five years of progressively related experience in customer service, constituent relations, call center operations, or community engagement; alternatively, a combination of education and experience totaling nine years.
- Three years of experience in customer service, constituent relations, or call center operations, including two years in a supervisory or team-lead capacity.
- Proof of education, training, and/or experience is required.
- Degree equivalency formula: Bachelor’s degree equals four years plus required years of experience; Master’s degree equals six years plus required years of experience.
Responsibilities
- Manage the Constituent Call Center at the Parent Welcome Center, the first point of contact for parents, community members, and District employees.
- Handle escalated calls that cannot be answered by Call Center Assistants and serve as the next point of contact before escalation to the Director of Family and Community Engagement and School Operations.
- Provide comprehensive and consistent customer service training for District departments and schools.
- Direct preparation and maintenance of narrative and statistical reports, records, correspondence, and files related to assigned services and operations; conduct appropriate research and compile weekly, monthly, and annual reports.
- Track Call Center and Parent Welcome Center performance metrics over time and develop supporting systems and processes to track them.
- Supervise direct reports, including recruiting, training, motivating, delegating, monitoring, and evaluating their activities, and making hiring, firing, and disciplinary decisions.
- Provide staff with resources needed to perform their work successfully.
- Manage staffing of full-time Call Center Assistants and seasonal temporary support as needed to provide superior customer service and manage call volume efficiently and cost-effectively.
- Collaborate with managers and management representatives in Family and Community Engagement (FACE) to achieve system-wide results.
- Formulate local targets, goals, and activities that support the broader goals and objectives of the organization.
- Perform other related duties as assigned or directed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
