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311 Call Center Director
SUMMARY
As 311 Call Center Director for the City, the incumbent will oversee all non-emergency Call Center activities. The Director will develop the 311 Call Center, including hiring and training staff, developing operating processes and policies, and developing service metrics. Reporting to the City's CitiStat Director, the Call Center Director will manage the 311 Call Center on an ongoing basis.
RESPONSIBILITIES INCLUDE, but are not limited to:
- Developing and managing all 311 Call Center processes
- Managing 311 Call Center Representatives (3 – 5 representatives)
- Developing/executing all 311 Call Center customer service metrics
- Managing customer service levels and implementation of continuous quality improvement efforts to improve operations, decrease turnaround times, streamline work processes
- Analyzing 311 Call Center data to evaluate and report on results
- Providing regular interaction with the Mayor, Director of CitiStat, City Department Heads, and the Control Board
EDUCATION / EXPERIENCE
- 4 year college/university degree required
- Minimum 3-5 years successful experience managing a high volume call center, including hiring/training/ development and supervision of staff.
- Demonstrated project management skills with the ability to develop/implement call center software/processes/policies
- Demonstrated ability to establish/execute customer service quality/production goals and to manage/analyze and present generated data
- Excellent interpersonal skills and ability to establish/maintain positive relationships with people at all levels of municipal government and the general public
- Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service/process/technology challenges
- Spanish bi-lingual ability preferred
| Position: |
311 Call Center Director |
| Number of Positions: |
1 |
| Salary: |
$1032-$1315/week |
| Department: |
CitiStat |
| Closing Date: |
04/17/08 |
| Status: |
Non Civil Service |
More Employment Opportunities:
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How to Apply
Resumes are welcome via e-mail recruiter@springfieldcityhall.com or fax 413-787-6572. Resumes/cover letters must indicate a specific job posting title to be considered and a separate resume/cover letter must be submitted for each different position for which you are applying. Applications can be filled out, or resumes sent to
City of Springfield
Human Resources Department
Room 018, Springfield City Hall
36 Court Street
Springfield, MA, 01103
Because some positions are governed by Civil Service Regulations, appointments may be made on a provisional basis. Preference is given to City of Springfield residents.
Equal Opportunity Employer
M/F/D/V are encouraged to apply
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Page last updated: Monday, April 07, 2008 08:35 am
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