• Job Description

  Req#: 4666675
  
  THE PROGRAM
  Our agency's mission is to "Transform Lives Through the True Power of Child Support." The Ventura County Department of Child Support Services Program (VCDCSS) was established in 1975 to provide children with the financial, medical, and emotional support they need to help ensure a bright future. Child support payments help provide children with food, shelter, clothing, and other necessities. By providing the means for many families to meet their most basic financial needs, the program is a critical part of efforts to fight poverty in California. In addition, public assistance recipients are required to open a child support case, with collections being used to recoup the government's cost of providing that assistance. California's program is administered by 49 local child support agencies (called LCSAs) and operates under the oversight of the California Department of Child Support Services (DCSS). DCSS is committed to cultivating a diverse, equitable, and inclusive workforce in all departments.
  
  THE POSITION
  Under the direction of the DCSS Deputy Director, the Call Center Manager is a member of the Department's Senior Leadership Team and is a champion of new ideas and innovation. The Call Center Manager is responsible for mentoring, coaching, and developing staff, including Supervising Customer Service Representatives and their teams. This position manages the operations of the department’s shared services call center, provides input and recommendations on office operations and policy as part of the Senior Leadership Team, analyzes statistical reports and prepares research summaries, serves as liaison to shared services partners, participates in state level workgroups, and represents the County and department with other agencies, departments, and members of the public.
  
  PAYROLL TITLE/APPROXIMATE SALARY
  Staff/Services Manager III: $3,785.09 - $5,299.65 biweekly
  
  EDUCATIONAL/BILINGUAL INCENTIVE: Incumbents may be eligible for an educational incentive of 2.5%, 3.5%, or 5% based on completing an Associate's, Bachelor's, or Master's degree that is not required for the classification. Incumbents may also be eligible for bilingual incentive depending upon operational need and certification of skill.
  
  Staff/Services Manager III is a management classification and is not eligible for overtime compensation.
  
  
  TENTATIVE SCHEDULE:
  Opening Date: Wednesday, October 16, 2024
  Closing Date: Tuesday, October 29, 2024
  Application Review Complete: Friday, November 1, 2024
  Tentative Oral Examination Date: Week of November 11, 2024
  • Plans, organizes, and directs the work of call center supervisors and staff
  • Designs effective work processes and monitors performance outcomes
  • Uses a range of measurement to monitor, analyze, and improve call center performance
  • Monitors resources (staff and technology) for efficiency and cost-effectiveness
  • Manages internal benchmarks and procedures for shared services delivery
  • Coaches, mentors, and maintains a work environment that motivates employees
  • Prepares reports by collecting, analyzing, and summarizing call center data and trends.
  • Acts as liaison and first point of contact with shared services local child support services partners
  • Participates in various State workgroups, driving customer service initiatives and call center efficiency
  • Represents the County and the department with other government agencies or departments and the public
  • Contributes information and recommendations to strategic plans and performance reports
  • Establishes, evaluates, and maintains performance standards that support department goals and objectives
  • Serves as liaison to senior leadership and executives to analyze impact of procedure/policy on shared services call center operations
  • Develop and deliver training programs and/or presentations on call center operations and best practices for department staff and others
  • Performs other related duties as required.
  
  
  These are entrance requirements to the examination process and assure neither continuance in the process nor placement on an eligible list.
  
  EDUCATION, TRAINING, and EXPERIENCE
  Any combination of education, training and experience which demonstrates possession of the knowledge, skills and abilities required to perform the assigned leadership and operational functions.
  
  The required knowledge, skills, and abilities can also be obtained by:
  Considerable management, supervision, administrative support or operational experience within a call center environment which has led to the acquisition of the required knowledge skills and abilities.
  
  NECESSARY SPECIAL REQUIREMENTS
  • Proficient with Call Center software programs
  • Intermediate proficiency with Microsoft Office – (Outlook, Word, and Excel)
  • Excellent written communication skills must be demonstrated in the completion of the employment application and supplemental questionnaire.
  
  Knowledge, Skills, and Abilities:
  
  Thorough knowledge of: the principles of supervision and management; the principles and techniques of operational management, organization and staffing; application of office automation to business processes; marketing of services both internal and external to the County; and, customer service.
  
  Working ability to: analyze administrative and organizational problems; prepare a variety of reports and recommendations; communicate effectively in an oral and written manner; plan, organize, and supervise the work of others; develop and present training programs for agency/department staff and others.
  
  Skilled in: call center software programs; Microsoft Office Suite.FINAL FILING DATE: Applications must be received by the County of Ventura Human Resources Division no later than 5:00 p.m. on October 29, 2024.
  
  To apply on-line, please refer to our web site at http://www.ventura.org/jobs . If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials. Our address is: County of Ventura, Human Resources Division, 800 South Victoria Avenue L-1970, Ventura CA 93009.
  
  Applicants must provide sufficient information under the Education/Work Experience portion of the application and supplemental questionnaire in order to determine eligibility. A resume may be attached to supplement your responses in the above-referenced sections; however, it may not be submitted in lieu of the application.
  
  SUPPLEMENTAL QUESTIONNAIRE – qualifying
  All applicants are required to complete and submit the questionnaire for this examination at the time of filing. The supplemental questionnaire may be used throughout the examination process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration.
  
  APPLICATION EVALUATION – qualifying
  All applications will be reviewed to determine whether the stated requirements are met. Those individuals meeting the stated requirements will be invited to continue to the next step in the screening and selection process.
  
  TRAINING & EXPERIENCE EVALUATION
  A Training and Experience Evaluation (T&E) is a structured evaluation of the job application materials submitted by a candidate, including the written responses to the supplemental questionnaire. The T&E is NOT a determination of whether the candidate meets the stated requirements; rather, the T&E is one method for determining who are the better qualified among those who have shown that they meet the stated requirements. In a T&E, applications are either scored or rank ordered according to criteria that most closely meet the business needs of the department. Candidates are typically scored/ranked in relation to one another; consequently, when the pool of candidates is exceptionally strong, many qualified candidates may receive a score or rank which is moderate or even low resulting in them not being advanced in the process.
  
  NOTE: The selection process will likely consist of an Oral Exam, which may be preceded or replaced with the score from a Training and Experience Evaluation (T&E), contingent upon the size and quality of the candidate pool. In a typical T&E, your training and experience are evaluated in relation to the background, experience and factors identified for successful job performance during a job analysis. For this reason, it is recommended that your application materials clearly show your relevant background and specialized knowledge, skills, and abilities. It is also highly recommended that the supplemental questions within the application are completed with care and diligence.
  
  ORAL EXAMINATION - 100%
  A job-related Oral Examination may be conducted to evaluate and compare participating candidates' knowledge, skills, and abilities in relation to those factors which job analysis has determined to be essential for successful performance of the job. Candidates must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list.
  
  NOTE: If there are three (3) or fewer qualified applicants, an exam will not be conducted. Instead, a score of seventy percent (70%) will be assigned to each application, and each applicant will be placed on the eligible list.
  
  The eligible list established from this recruitment may be used to fill current and future Regular (including Temporary and Fixed-term) vacancies within the Department of Child Support Services for this position only. There is currently one (1) Regular vacancy.
  
  Candidates successfully completing the exam process may be placed on an eligible list for a period of one (1) year.
  
  BACKGROUND INVESTIGATION
  A thorough pre-employment, post offer background investigation which may include inquiry into past employment, education, criminal background information, and driving record may be required for this position.
  
  For further information about this recruitment, please contact Armand Paez by e-mail at armand.paez@ventura.org by telephone at (805) 437-8104.
  
  EQUAL EMPLOYMENT OPPORTUNITY
  The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

• About the company

  Ventura County is a county in the southern part of the US state of California.

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