Manage daily operations of the in bound the Call Center, meet performance targets for efficiency, quality and speed; motivate and retain staff to deliver professional representation of the City of Albuquerque Citizen Contact Center; report on performance measures, prepare analytical reports and recommend best practices; ensure work quality and adherence to established policies and procedures and perform the more technical and complex tasks relative to assigned area of responsibility.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree from an accredited college or university in business administration, public administration or a related field, plus five (5) years operations management experience in an inbound call center environment to include two (2) years direct supervisory experience in a management and/or administrative capacity. Related education and experience may be interchangeable on a year for year basis.
Position requires: Background check, Shift work, Odd days off.
PREFERRED KNOWLEDGE, SKILLS AND ABILITIES IN THE FOLLOWING AREAS:
Operations, services and activities of an inbound call center operation
Principles of supervision, training and performance evaluation
Train and empower Supervisors to motivate Call Center Agents
Review performance and production reports to ensure that goals are being met
Consistently meet/exceed goals and objectives in performance, production and quality
Ensure attendance standards are met and properly documented.
Assure that appropriate rewards and recognition are implemented for all levels of the organization
Evaluate supervisory quality monitoring sessions to ensure improved call center agent performance
Maintain continuous communication with Call Center Manager, Support Manager and Supervisory team
Ensure that established policies and procedures are communicated and followed
Develops and implements strategies to achieve quality and performance goals
Prepare reporting where applicable on a hourly, daily, weekly, monthly basis
Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people
Proficiency in MS Word, Excel and PowerPoint with an emphasis on creation, design & maintenance of spreadsheets
Strong interpersonal, verbal and written communication skills
Relate to all levels of the organization
Supervise, organize, and review the work of lower level staff
Work under pressure, exercise good judgment and make sound decisions
Work flexible hours including evenings and weekends
Communicate clearly and concisely
Establish and maintain effective working relationships with those contacted in the course of work including City officials and the general public
TO APPLY: All applicants must submit, by expiration date, a City Application. Resumes will not be accepted in lieu of the application. An On-Line Application Process can be accessed at web site www.cabq.gov/jobs. Applications are also available at the City of Albuquerque Human Resources Department 400 Marquette NW 7th Floor Suite 703, Albuquerque NM 87103. Copies of required certifications, registrations, and/or licenses, if not attached on-line, must be provided at the time of interview. Additionally, if requesting acceptance of post secondary courses/degrees, a copy of your transcript is required at the time of the interview. Failure to complete the application in its entirety will result in disqualification.
NOTE: Your qualifications for this position will be determined on the basis of the information presented in your City application.
VACANCY LISTINGS: May be obtained from the City's website at http://www.cabq.gov and classified advertisements in the Sunday, Albuquerque Journal.