Manager - Constituent Services

Memphis Shelby County Schools • Memphis, TN

4d • $73,462 - $105,666

About The Position

The Constituent Services Manager oversees the Constituent Call Center at the Parent Welcome Center. The role ensures that parents, community members, and District employees receive timely, consistent, and high-quality customer service. It manages 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 advance Family and Community Engagement (FACE) goals.

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.
• At least three years of experience in customer service, constituent relations, or call center work, including at least two years in a supervisory or team-lead capacity.
• Proof of education, training, and/or experience is required.

Responsibilities

• Manage the Constituent Call Center at the Parent Welcome Center, the first point of contact for parents, community members, and District employees contacting the District.
• Handle escalated calls that Call Center Assistants cannot answer, serving 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 the preparation and maintenance of narrative and statistical reports, records, correspondence, and files related to assigned services, activities, 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 tracking systems and processes.
• Supervise direct reports, including recruiting, training, motivating, delegating, monitoring, and evaluating their work, 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 strong customer service and manage call volume efficiently and cost-effectively.
• Collaborate with other managers and management representatives in FACE to achieve system-wide results and formulate local targets, goals, and activities aligned with broader organizational goals and objectives.
• Perform other related duties as assigned or directed.

What This Job Offers

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