Overview
Citizen Contact Supervisor UCS Jobs in Albuquerque, NM at City of Albuquerque
Title: Citizen Contact Supervisor UCS
Company: City of Albuquerque
Location: Albuquerque, NM
Position Summary
Function in a lead capacity and serve as a shift leader for Citizen Contact Agents; monitor teams and agents; apply performance evaluation, quality monitoring and disciplinary measures as needed; apply call center best practices to maintain high level team and agent performance and respond to non-emergency call center requests in an agent capacity as needed.
The position works independently approximately 75% of the time hybrid, with 25% in the office; and may fluctuate to fit the needs of the department. High-speed internet connectivity, required.
This is an unclassified at-will position.
Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.
Essential And Supplemental Functions
ESSENTIAL FUNCTIONS: Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.
- Supervise the activities of the Citizen Contact Center and offer technical assistance to ensure an effective operation and adequate staffing levels.
- Plan, organize and schedule resources to meet production requirements.
- Prepare daily operation reports indicating any malfunctions of equipment and those programs that are carried to another shift.
- Handle difficult calls from the public to ensure the most effective procedures are implemented.
- Monitor the productivity and performance of the Citizen Contact Center.
- Assist with developing and updating manuals (i.e. policies/procedures and training).
- Act as liaison to Mayor's Office and departmentally designated personnel.
- Provide on the job training for all Citizen Contact Agents on computer and systems operations, work processes and procedures, structure of City organization and geographic span of operations.
- Conduct performance and quality monitoring and auditing; produce performance and quality metric analyses and reports; create/execute plans for performance and quality improvement.
- Correctly apply knowledge of the structure and content of the English language including the meaning and spelling or words and rules of composition and grammar.
- Maintain system database such as Frequently Asked Questions, telephone lists and personnel contact lists; organize periodic data for special projects and/or quality control.
- Respond to program error messages by finding and correcting problems or terminating programs; monitor the system equipment failures or errors in performance; contact system and telephone support personnel when necessary.
- May be required to be "on call" during emergency situations.
SUPPLEMENTAL FUNCTIONS:
- Gather information for a variety of reports.
- Perform routine maintenance on communications equipment; maintain communications and departmental issued equipment and manuals.
- Perform related duties and responsibilities as assigned.
Minimum Education, Experience And Additional Requirements
Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.
Bachelor's degree from an accredited college or university in public administration, or business administration; and
Four (4) years of telecommunications experience in a high volume call center or contact center; and
To include two (2) years of supervisory experience.
Additional Requirements
Possession of a valid New Mexico Driver's License, or ability to obtain by date of hire.
Possession of a City Operator's Permit (COP) within 6 months from date of hire.
Working Conditions
Environmental
Office environment; exposure to computer screens.
Physical
Essential and supplemental functions may require sitting or standing for prolonged periods of time.
