SF311 Call Center Manager (0933) - ADM

City and County of San Francisco•San Francisco, CA

6d•Hybrid

About The Position

SF311 is seeking an experienced, strategic and service-oriented Call Center Manager to serve as one of two Deputy Directors supporting the SF311 Director. Under general direction, the Call Center Manager manages Call Center operations, workforce performance, quality assurance and customer experience outcomes. The position partners closely with the deputy director overseeing SF311’s technical systems to ensure seamless end-to-end service delivery. The Call Center Manager is ultimately responsible for ensuring that the Call Center delivers effective, timely, accurate, professional, accessible, equitable and culturally-competent customer service to all San Francisco residents, businesses and visitors consistent with SF311’s mission and goals, and in furtherance of Citywide priorities and initiatives.

Requirements

Six (6) years of progressively responsible experience performing high-level management work in customer service center operations; of which three (3) years must be directly supervising customer service or call center staff.
Substitution: Additional qualifying work experience as described above may be substituted for the required education on a year-for-year basis (30 semester/ 45 quarter units equals one year).

Nice To Haves

Experience in overseeing and managing a public-facing customer service call center in the public sector.
Experience in overseeing and managing a large public-facing high-volume customer service call center.
Experience in specialized training in areas such as customer service center workforce management, quality assurance and/or customer relationship management (CRM) software.
Demonstrated experience in fostering language access in public-facing call center service delivery.
Experience in implementing large-scale call center technologies.

Responsibilities

Providing day-to-day leadership and strategic oversight of Call Center operations under general direction from the 311 Director.
Managing and monitoring Call Center staff and resources to anticipate and plan for future needs, and to timely and effectively achieve goals within budget allocations.
Overseeing operational planning, staffing models, scheduling and workload management to meet service expectations and incident-specific demands (such as during inclement weather conditions or to support the City’s emergency response and recovery efforts) across multiple shifts.
Overseeing the supervision, coaching, professional development and coordination of Call Center customer service and administrative staff to ensure effective management, the highest standards of customer service, and meaningful support of staff success.
Leading recruitment, onboarding, training, coaching and performance management processes for all subordinate and Call Center staff.
Recommending, effectuating and monitoring performance metrics, service-level agreements and key performance indicators for the Call Center.
Recommending and implementing Call Center policies, programs, priorities, objectives, operational efficiencies and ongoing system improvements to achieve the short- and long-term goals of the organization.
Designing and overseeing quality assurance programs and staff to ensure accuracy, consistency and professionalism in customer interactions.
Using data analysis, customer feedback and call monitoring to identify trends, implement service improvements, support partner City departments in service delivery, and drive important City initiatives and programs.
Partnering closely with the other deputy director to align Call Center operations with service request workflows and system enhancements, and leverage technology and telephony systems to support Call Center staff in the effective delivery of services and information to the public.
Collaborating with City departments and external partners to resolve service issues, identify and implement City priorities and initiatives, and use systems and data to better support effective and efficient delivery.
Advising the SF311 Director on strategic planning, process improvements, budget development and operational policy for SF311.
Preparing reports, briefings and presentations for the Director, City Administrator, elected officials and stakeholders to inform policy decisions, resource allocation, priorities and initiatives, operational strategy, etc.
Representing SF311 before policymakers, elected officials, public bodies, agency directors and other stakeholders when requested.
Representing SF311 in legal processes and proceedings as needed.
Participating in the City’s disaster response and recovery activities as necessary.