311 Call Center Manager

Distinguishing Features of the Class

The 311 Call Center Manager performs responsible administrative duties in managing the operations of the City of Buffalo’s 311 Call Center.  Duties include the developing and implementing of a customer service delivery plan and responsibility for training and supervising a staff involving the receipt of complaints and requests for services from the public, regarding the non-emergency operations of city government.  S/he develops and executes internal accountability measures and quality control analysis.  The incumbent works under the direction of the Director of Citizen Services, with independent decision-making.  Supervision is exercised over personnel assigned to the Call Center.

Typical Work Activities

• Manages a centralized, non-emergency Call Center for the City of Buffalo;
• Supervise and trains a staff responsible for receipt of complaints and requests for service, by telephone, e-mail and written correspondence;

• • ensures requests are properly addressed and timely processed;

• Acts as a liaison between departments and public and consults with departments regarding resolution of complaints and requests for service;
• Develops, recommends and implements Call Center administrative policies and procedures to ensure high quality, prompt and accurate customer service;
• Designs and conducts new employee and incumbent training on all Call Center operating procedures and policies, including communications and computer equipment;
• Prepares and submits a monthly statistical report of the number, nature and disposition of inquiries, requests and complaints received;
• Attends meetings with departments, agencies and public, to discuss and review improvements for the 311 Call Center;

• • evaluates Call Center processes, quality standards and expectations and makes recommendations for improvements;

  • implements revisions to processes;

• Keeps updated on new trends and technology to assist in the improvement of Call Center operations;
• When necessary, confers with individual customers to resolve complex or ongoing problem situations;
• Prepares Call Center budget for personnel, equipment and supplies;

• maintains budget records and approves and monitors expenditures throughout the budget year;

• Performs related duties as required.
• Full Performance Knowledge, Skills, Abilities and Personal Characteristics
• Good knowledge of functions and operations of the City of Buffalo departments/divisions and agencies;
• Good knowledge of office management, including modern office practices, procedures and equipment;
• Budget planning;
• Administrative supervision;
• Ability to plan the work of, and train and supervise subordinate employees;
• Ability to understand and interpret written material, including policies, procedures and regulations;
• Ability to analyze, develop and implement policies and procedures;
• Ability to utilize computer software programs in the use of application programs and to generate statistical data;
• Ability to develop, analyze and evaluate program reporting statistics;
• Ability to communicate, clearly and concisely, both orally and in writing;
• Ability to develop effective working relationships with employees, departments and the public;
• Ability to deal with difficult or irate individuals with tact and diplomacy;
• Courtesy; initiative, resourcefulness;
• Physical condition commensurate with the duties of the position.

Minimum Qualifications

1.  Bachelor’s Degree from a college or university accredited by a regional, national, or specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of Education, in Public Administration, Business Administration, Communications or a closely related field and five years of full-time administrative or supervisory experience in a government or public sector call center or customer service operations;

OR

1. Associate’s Degree from a college or university accredited by a regional, national, or specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of Education, in Public Administration, Business Administration, Communications or a closely related field and seven years of full-time administrative or supervisory experience in a government or public sector call center or customer service operations;

OR

1. An equivalent combination of the foregoing within the limits of A and B.

Note:  Verifiable part-time experience will be pro-rated to meet full-time experience requirements.  Proof of education must be presented at time of appointment.

SALARY:

$ 109,148