Contact Center Senior Manager (Customer Service & Support)

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. 

The ideal candidate will: 

• Have a proven track record of successfully leading a high-performing team and optimizing call center operations. 
• Have the ability to successfully develop and implement strategies for improving customer service and ensuring quality control. 
• Possess strong leadership skills and the ability to foster a positive and collaborative work environment. 
• Have expertise in successfully improving customer response strategies, managing overll customer service functionality, and innovating new processes. 

Starting Salary

$89,044 - $115,752

Benefits

Click HERE to view our Benefits at a glance

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, collabora