Senior Manager Call Center (Tier 3)

Hillsborough County•Tampa, FL

2d•$77,001 - $105,955

About The Position

Job Overview This position is responsible for providing various day to day operational & administrative managerial duties as it relates to a particular county function/ section/department. Ideal Candidate We are seeking a skilled and results-driven Senior Call Center (Contact Center) Manager with extensive, direct experience in fast-paced call center environments to lead and oversee the daily operations of our contact center team. The ideal candidate will have proven leadership experience, exceptional communication and analytical skills, and a proven ability to motivate, develop, and empower teams to achieve both individual and organization-wide performance goals. If you are passionate about customer service, fostering a culture of excellence, and driving team performance to deliver a world class customer service experience to Hillsborough County Water Resources residents, we want to hear from you! Tier 3 Duties and Responsibilities Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. Manages complex functions with subordinate managers, supervisors, professionals and other staff. Directs major programs to achieve broad organizational goals and objectives. Supervises and directs the activities of multiple professional level subordinates in achieving established organizational goals and objectives; coordinates functions; assigns, monitors and reviews work; evaluates performance, and initiates corrective action as needed, including termination. Compiles and analyzes information to recommend changes and improvements to operations or service delivery methods. Formulates and establishes goals and administrative policies, procedures and guidelines to ensure operational efficiency and effective administration of assigned programs and staff. Serves as an internal consultant to senior management. Presents informational sessions to departmental staff and staff from other agencies and departments. Determines funding requirements, develops budget submissions, monitors status of allocated funds, and controls expenses. Assesses staffing needs and identifies shortfalls; interviews, recruits, and hires new staff. May serve as liaison to technical, operations, or administrative staff to analyze new legislation, work methods or legislative requirements. Performs other related duties as required.

Requirements

Proven experience as a Senior Call Center Manager or in a similar leadership role in a call center or customer service environment.
Strong knowledge of contact center operations, including call handling procedures, CRM software, ACD and IVR systems, workforce management systems, reporting, and performance metrics.
Exceptional leadership and people management skills with the ability to motivate, coach, and develop staff.
A data-driven mindset with the ability to interpret complex data, identify key insights, and implement actionable strategies.
Demonstrated success in driving significant improvements in operational efficiency, customer satisfaction, and employee performance.
Advanced knowledge of call center KPIs (e.g., First Call Resolution, Average Handle Time, Abandoned Rate) and ability to create strategies for achieving them.
Excellent communication skills with the ability to engage, influence, and collaborate with internal and external stakeholders.
Ability to lead through change, with experience in change management and scaling operations to meet business growth.
Graduation from an accredited four year degree granting college or university; AND Five years of experience directly related to the position duties; three of which must have been in a supervisory capacity; OR An equivalent combination of education (not less than a high school diploma/GED), training, and experience that would reasonably be expected to provide the job-related competencies noted above.
Graduation from an accredited four year degree granting college or university; AND Five years of experience directly related to the position duties; three of which must have been in a supervisory capacity; OR An equivalent combination of education (not less than a high school diploma/GED), training, and experience that would reasonably be expected to provide the job-related competencies noted above.

Nice To Haves

Strategic thinker with the ability to anticipate business needs and create forward-thinking solutions.
Strong organizational and problem-solving skills with the ability to manage multiple projects simultaneously.
In-depth knowledge of industry trends and emerging technologies that can enhance contact center performance.
Customer-centric mindset with a passion for elevating the customer experience and building strong client relationships.
A proven track record of building and maintaining high-performance, engaged teams that drive results.
Comfort with change and adaptability to evolving business needs and technology.
Bachelor’s degree in Business Administration, Management, or a related field; Master’s degree or relevant certifications preferred.

Responsibilities

Manages complex functions with subordinate managers, supervisors, professionals and other staff.
Directs major programs to achieve broad organizational goals and objectives.
Supervises and directs the activities of multiple professional level subordinates in achieving established organizational goals and objectives; coordinates functions; assigns, monitors and reviews work; evaluates performance, and initiates corrective action as needed, including termination.
Compiles and analyzes information to recommend changes and improvements to operations or service delivery methods.
Formulates and establishes goals and administrative policies, procedures and guidelines to ensure operational efficiency and effective administration of assigned programs and staff.
Serves as an internal consultant to senior management.
Presents informational sessions to departmental staff and staff from other agencies and departments.
Determines funding requirements, develops budget submissions, monitors status of allocated funds, and controls expenses.
Assesses staffing needs and identifies shortfalls; interviews, recruits, and hires new staff.
May serve as liaison to technical, operations, or administrative staff to analyze new legislation, work methods or legislative requirements.
Performs other related duties as required.