Job Description

The City of Syracuse (Department of Public Works) is looking for qualified applicants for the role of Call Center Supervisor .

***City Residency is a requirement***

***Equal Opportunity Employer***

~~Women and Minority Applicants are encouraged to Apply~~

THIS IS A COMPETITIVE CIVIL SERVICE POSITION. APPOINTMENT WILL BE MADE ON A PROVISIONAL BASIS UNTIL THE EXAM RESULTS ARE POSTED. YOU MUST BE REACHABLE FOR PERMANENT APPOINTMENT.

DISTINGUISHING FEATURE OF THE CLASS

The work involves responsibility for operational oversight of City Line, the call center to provide information to citizens and receive service requests for departments throughout the city. The Call Center Supervisor is also responsible for managing all City Line platforms, including the call center, web portal, social media, etc. The position also has supervisory oversight in the hiring, training and monitoring of employees and their work performance. Work is performed under the administrative supervision of the Chief Operating Officer. Does related work as required

TYPICAL WORK ACTIVITIES

· Assists in identifying trends and establishing metrics and goals for City Line’s overall operation.

· Assists in establishing performance metrics for individual staff members.

· Coaches staff members through challenging issues, including diffusing difficult situations and addressing upset constituents.

· Identifies areas of improvement in both City Line’s processes and employee performance to better serve constituents.

· Ensures resources are properly allocated to provide staff support, to maximize efficiency and to promote constituent satisfaction.

· Prepares reports to demonstrate call center performance.

· Engages in public outreach efforts to increase constituents’ awareness of City Line.

· Follows ups regularly on the status of service requests received to determine timely action by departments receiving the requests; works with departments to identify gaps in communication or service.

· Ensures tasks are completed in a prioritized, timely and professional manner that provides optimum outcomes for constituents.

· Works cooperatively with representatives of departments throughout the City.

FULL PERFORMANCE, KNOWLEDGES, SKILLS, ABILITIES and PERSONAL CHARACTERISTICS

Experience as a Supervisor with strong leadership, customer service and team management skills is preferred.

Ability to establish and maintain effective professional, respectful working relationships constituents, other City departments, other public agencies, vendors and any other individuals interacted with throughout the course of work.

Ability to multitask and remain calm under pressure, particularly during peak hours or challenging situations.

Ability to review, analyze and interpret data and to formulate and execute action plans.

Proficiency in the use of computerized systems, including skills in a variety of computer-based technologies including databases (specifically IPS), workflows , ticket systems, email, and spreadsheets.

Knowledge of municipal departmental operations and their relationship to overall City objectives and goals.

Ability to exercise good judgment.

Ability to train and motivate staff accepting requests for information and service.

Effective communication skills including active listening, writing and oral presentation.

Ability to function independently under administrative supervision.

MINIMUM QUALIFCATIONS

Open Competitive

• Graduation with an Associate’s Degree or higher from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees; OR,
• Two (2) years’ work experience, or its part time equivalent, in the inspection, construction, maintenance or repair of property, OR
• An equivalent combination of training and experience as defined by the limits of (A) and (B).

The Affirmative Action Policy of the City of Syracuse is to provide equal employment opportunity for all individuals regardless of race, color, sex, religion, creed, age (18 and over), marital status, national origin, disability, veteran status, gender identity or gender expression, sexual or affectional preference or orientation, or any other classified group within the protected class. If you have a disability for which you wish special accommodation to be made, contact the Department of Personnel at One Park Place, 300 S State St, 7th Floor at 315-448-8780 or Personnel@syr.gov.

Job Type: Full-time

Pay: $52,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• Are you a resident of the City of Syracuse and if not, are you willing to relocate within six months of your start date?

Education:

• Associate (Preferred)

Experience:

• public management or customer service: 2 years (Required)

Work Location: In person

Job Tags

Similar Jobs