Job Overview

The is a senior management position for Hillsborough County Contact Center and should have extensive call/contact center experience. This position is responsible for driving performance, technology, processes, and outcomes for a successful contact center. The position must possess strong leadership, strategic vision, and problem-solving skills. Responsible for keeping up with current trends, strategies, and innovation for technology and methodologies that may be utilized to optimize customer service and staff performance. Responsible for ensuring operations follow the County’s policies, processes, and procedures as well as industry standards for customer service. This position oversees recruitment of new hires, training, and performance of all contact center staff. Must have extensive experience in managing high call volumes operations, resolving complex customer issues, and motivating a team to consistently maximize performance.

Salary

$68,952 - $89,648

Benefits

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Core Competencies

• Customer Commitment: Proactively seeks to understand the needs of the customers and provides the highest standards of service.
• Dedication to Professionalism and Integrity: Demonstrates and promotes fair, honest, professional, and ethical behaviors that establish trust throughout the organization and with the public we serve.
• Organizational Excellence: Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork: Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Creates and implements strategies and policies to standardize Countywide management of excellent customer service business practices.
• Coordinates and manages relationships including department trainer, leaders, stakeholders, and third parties to provide contact center support, resolve issues, implement best practices, and advise of trends to ensure a consistent and high-quality customer experience.
• Develops, implements, and maintains internal processes and procedures for the contact center’s standard metrics to ensure compliance with County policies, core values, directives, service level agreements, and department goals.
• Responsible for setting and meeting the performance and quality assurance metrics for contact center staff and team, as well as Key Performance Indicator’s (KPI’s) and managing to the standards metrics of contact center.
• Able to review, recommend and update current internal process and systems for the improvement of the contact center call quality experience while ensuring compliance standards are met with county, industry and legal.
• Oversee team supervisor and daily operations including, trend analysis, volume, team performance and stats, quality assurance and metric adherence.
• Handles the most complicated customer inquiries or complaints with the best possible outcomes for the customer and the County.
• Reviews and analyzes trends, reports, and dashboards, identifies efficiencies, and implements when applicable. Reports findings and solutions to leadership. Implements necessary improvements and or strategies to resolve issues.
• Possess clear communication skills (both verbal and written) and high emotional intelligence.
• Reviews knowledge articles and works directly with knowledge base team to provide current and/or updated business practices. Additionally, collaborates with knowledge team on usage reporting, to offer or recommend alternative solutions.
• Serves as an internal consultant to senior management.
• Maintains current knowledge of industry trends and developments, best practices, and tools.
• Under the direction of and in collaboration with the Contact Center Division Director, lead the development of large-scale projects and long-term strategic plans.
• Able to utilize workforce management tool to assist with coverage and staffing needs as well as other elements provided by the software.
• Analyze and provide support on the staff’s individual performance reviews and overall team effectiveness with leadership.
• Ability to mentor and develop future leaders within the contact center.
• Perform other related duties as assigned.

Nature of Work/Work Category

• Sedentary Work-Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Frequently in normal office situation.
• Occasionally requires travel that may include overnight stays.
• Occasionally requires field work.
• Occasionally requires local travel to meet with outside contacts.
• Frequently sitting at a desk or table.
• Occasionally requires good near or distant vision.
• Occasionally intermittent sitting, standing, or stooping.
• Occasionally requires good hearing.

Minimum Qualifications

• Bachelor's degree; AND
• Ten years professional level related work experience, with seven years in call/contact center management or organization managing numerous calls or contact; OR
• An equivalent combination of education, training and experience that would reasonably be expected to provide the job-related competencies noted below. (For education and experience only, does not include legally required Licenses or Certifications.); AND
• Possession of current FL Driver's License.

Job-Specific Competencies

• Critical Thinking : Problems are complex, varied and only mildly related to those seen before. Simply determining what the problem is requires major individual effort and/or consultation with others within the department. A high degree of analytical ability and inductive thinking may be required to solve highly intricate, technically complex problems. Must be able to develop new and non-standard approaches.
• Decision Making : Employee is available to establish broad objectives relative to basic position duties or departmental responsibilities. Independent judgement is required to study previously established, often partially relevant guidelines; plan for various interrelated activities; and coordinate such activities within a work unit or while completing a project.
• Communication : Requires regular contacts to discuss issues of moderate to high importance and to respond to inquiries. Must have a well-developed sense of timing, strategy that may involve detailed explanation and interpretation of policies, rules, and strategies. Requires the handling of extremely delicate/sensitive relationships and complex situations, information, and materials. Requires a working knowledge of call center scripting, and the ability to create content that is understandable for use in all communication channels of the customer contact center.
• Strategic Planning : Able to see the big and long-term picture, formulates clear strategies and maps steps that show a connection between vision and action and that will clearly accelerate the organization towards its strategic goals. Also able to document long-range strategic planning and implement performance measures for organizational effectiveness. Ensure that operations align with department's and County's strategic objectives and strategic plan.
• Managerial/Operational Skills : Responsible for coordinating and overseeing day-to-day operations and personnel while at the same time successfully resolving problems and attending to additional duties and/or responsibilities as required. Adept at internal change management in working with departments. Supervises teams of call/contact center representatives through supervisory staff.
• Leadership: The work involves leadership which routinely affects and/or concerns the surrounding community in a demonstrable way. Additionally, the work significantly impacts the reputation of the County as well as directly relates to customer satisfaction. Ability to build relationship with others who can provide information, support, and other forms of help. Empowers others, by having confidence in employees' ability to be successful, especially at challenging new tasks, delegating significant responsibility and authority; allowing employees the freedom to decide how they will accomplish their goals and resolve issues.
• Analytical Ability: Able to analyze reporting and recommend process changes for the improvement of calls and experience. Ability to identify and analyze complex problems that may involve collaboration with other departments, agencies, or high-level decision makers. Ability to apply and logical reasoning to problems to identify and expedite a solution. Active listening skills that demonstrate the ability to effectively gather accurate information in order to draw reasonable conclusions, and a high degree of analytical ability to solve intricate, sensitive or technically complex problems.
• Managing Complexity: Ability to make decision in a timely manner with good judgment and recommendations. Work is non-standardized and widely varied requiring the interpretation and application of a substantial variety of procedures, policies, and/or precedents used in combination. Ensure all customer service processes are adhered to and conducted on schedule while also being continuously improved upon.
• Knowledge of the principles and practices of management.
• Knowledge of the functions, activities, requirements, and objectives of the specific programs/functional areas to which assigned.
• Knowledge of federal, state, and local regulations pertaining to assigned functional area.
• Ability to analyze data and present ideas and information effectively, both orally and in writing.
• Ability to anticipate and meet the need of clients with a commitment to improving services.
• Ability to establish objectives and strategies, identify required resources, and develop plans to carry out work.
• Ability to use considerable initiative, think independently, and exercise sound judgment.
• Ability to establish operation or program objectives and strategies for a functional or operational area.
• Ability to analyze and report upon operating conditions and problems.
• Ability to take a long-term view and recognize opportunities to help the organization accomplish its objectives.
• Ability to motivate a team.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee's department, the County's Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.