Citizen Contact Supervisor UCS

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 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. 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. Environmental: Office environment; exposure to computer screens. Physical: Essential and supplemental functions may require sitting or standing for prolonged periods of time.