Call Center Supervisor - R18816

Sarasota County Government • Full-time • Sarasota, Florida, United States • $56.62k - $63.50k / year • 3w ago

Start Here. Grow Here. Stay Here.

This position reports directly to the 311 Manager and is responsible for the coaching and development of a team of call center representatives. The supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. The supervisor will be expected to provide real-time support to the call center staff, handle customer escalations, and create and deliver training to current and new employees as needed. The Supervisor should effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.

311 Supervisor Responsibilities
Real-time support for Customer Service Representatives (CSR’s).
Manage escalated customer issues with team members.
Monitor and score calls for quality assurance.
Provide and completed formal and informal coaching to support the success of the team.
Monitor individual and team performance to ensure standards are met or exceeded.
In coordination with 311 Contact Center Manager, address personnel opportunities to include performance reviews, coaching, and progressive disciplinary actions as needed.
Ensure team member timesheets are reviewed and accurately updated meeting HR and Payroll deadlines.
Apply effective leadership skills including engaging others in a positive manner, problem solving, and team development to motivate CSR’s.
Stay informed of any changes or events within the organization that are pertinent to the team members and customers experience.
Actively and consistently support all efforts to simplify and enhance the team members and customer experience.
Lead and support CSR’s during emergency activations at the Emergency Operations Center (EOC).
Coordinate bi-directional information between Call Center, Situation Room, and Joint Information Center (JIC) during EOC activations.
Projects and Initiatives
Utilize current rewards and recognition programs to incentivize and acknowledge the positive performance or other contributions to the team, county, or community.
Manage proactive assessments of fraud awareness, prevention, detection, and risk mitigation in the area of responsibility; oversee financial, compliance, operational, and performance audits; review audit findings and ensure appropriate controls are established and implemented.
Provide feedback and suggestions of improvement for contact center environment.
Partner with departmental liaisons and create an opportunity for CSRs to tour other facilities or shadow other employees to increase job knowledge and support career growth.
Contribute to the development and implementation of agent and Contact Center scorecards.
Administrative Tasks as needed
Maintain Call Center staff and event calendar.
Compile requests for supplies or equipment for review and approval by Call Center Manager.
Submit IT service tickets for hardware/software for CSR’s.

About You

Education, experience, certification, license, etc. as required for the job:

• Minimum of High School Diploma and four (4) years related experience

• A minimum of one-year supervisory experience is required (lead worker or acting in a supervisory capacity may be counted)

• Associate’s degree may be required with two (2) years of experience

• Valid state driver’s license

If higher level requirements or more/specific experience preferred, list here: A Bachelor’s Degree from an accredited college or university preferred. Previous leadership and contact center experience preferred.

Starting Pay Range: $56,617.60 - $63,500.00

Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).

If you are selected to join our team, please click on this link to review the Required First Day Documents. You will need to present the following items on your first day:

1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.)

2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.)

Benefits:

Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! Choose one of three great medical plans, including one with a $0 premium option, with completed preventative visits!
For more information about employee benefits, please click this link or visit SCGov.net for additional information.
Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations.
Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)

A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team.

We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different.

Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally.

A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.

Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance).

Sarasota County Government is a Tobacco-Free/Drug-Free Workplace.

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