Call Center Supervisor

$56,618 - $63,500/Yr

Board Of County Commissioners - Winter Park, FL

Full-time - Mid Level

Winter Park, FL

Waste Management and Remediation Services

About the position

The 311 Supervisor position is responsible for leading and developing a team of call center representatives, providing real-time support, handling escalated customer issues, and delivering training. The role emphasizes effective leadership, coaching, and performance monitoring to ensure the success of the team and enhance customer experiences.

Responsibilities

• Provide real-time support for Customer Service Representatives (CSR's).
• Manage escalated customer issues with team members.
• Monitor and score calls for quality assurance.
• Provide formal and informal coaching to support the success of the team.
• Monitor individual and team performance to ensure standards are met or exceeded.
• Address personnel opportunities including performance reviews, coaching, and disciplinary actions as needed.
• Ensure team member timesheets are reviewed and accurately updated.
• Apply effective leadership skills to motivate CSR's.
• Stay informed of changes or events within the organization that affect team members and customer experience.
• Support CSR's during emergency activations at the Emergency Operations Center (EOC).
• Coordinate information between Call Center, Situation Room, and Joint Information Center (JIC) during EOC activations.
• Utilize rewards and recognition programs to incentivize positive performance.
• Manage assessments of fraud awareness and oversee audits.
• Provide feedback for contact center environment improvements.
• Partner with departmental liaisons to enhance job knowledge and career growth for CSRs.
• Contribute to the development of agent and Contact Center scorecards.
• Maintain Call Center staff and event calendar.

Requirements

• Minimum of High School Diploma and four (4) years related experience.
• A minimum of one-year supervisory experience is required.
• Associate's degree may be required with two (2) years of experience.
• Valid state driver's license.

Nice-to-haves

• A Bachelor's Degree from an accredited college or university preferred.
• Previous leadership and contact center experience preferred.

Benefits

• Health, Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability
• Flexible Spending Accounts
• Employee Assistance Program (EAP)
• Florida Retirement System (FRS)
• 11 paid holidays
• 3 personal days
• 16 paid vacation days in the first year
• Access to free gyms at multiple Sarasota County Government locations
• Choice of three medical plans, including a $0 premium option.