CUSTOMER SERVICE CENTER MANAGER 1 -01122023-41603 Job at State of Tennessee
Job Information
LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF GENERAL SERVICES, PRINTING AND MEDIA SERVICES DIVISION, DAVIDSON COUNTY
This position is designed as hybrid.
Minimum Qualifications
Education and Experience: Graduation from an accredited college or university with a bachelor's degree and three years of experience in one or a combination of the following: management, administrative support, customer service, or call center experience.
Substitution of Experience for Education: Qualifying management, administrative support, customer service, or call center experience may substitute for the required education, on a year-for-year basis, to a maximum of four years.
Substitution of Education for Experience: Additional graduate course work credit received from an accredited college or university may substitute for the required experience, on a year-for-year basis, to a maximum of two years.
OR
Experience equivalent to one year as a Customer Service Center Representative 3 with the State of Tennessee.
Other Requirements
Necessary Special Qualifications: None
Job Overview
Summary: Under general direction, is responsible for supervisory work of average difficulty exercising supervision over a group of customer service representatives, customer service work of considerable difficulty, and administrative work of average difficulty, and performs related work as required.
Distinguishing Features: This is the first managerial class in the Customer Service Center Representative series. An employee in this class is responsible for providing high level customer service to Departmental customers and supervising customer service representatives engaged in customer service responsibilities. This class differs from the Customer Service Center Representative 3 in that an incumbent of the latter functions as a lead and may supervise a small group of Customer Service Representatives.
Work Activities
Processing Information
- Builds and compiles reports as requested or needed by Division leadership.
Judging the Qualities of Things, Services, or People
- Assesses staff performance.
- Performs call audits to ensure customer service principles are followed.
Getting Information
- Collects metrics, licensee data, and reports from appropriate systems.
- Gathers information from employees related to customer service trends, escalated matters, system malfunctions, or other areas of concern.Receives relevant information from general public and stakeholders.
Thinking Creatively
- Makes recommendations on process improvements to increase efficiency and efficacy of Customer Service Center.
- Develops new ways to provide increased customer service to internal and external customers.
- Devises ways to improve employee experience and engagement within Customer Service Center.
Provide Consultation and Advice to Others
- Provides recommendations on improvements to strategies and processes.
Selling or Influencing Others
- Sells service to Departmental stakeholders.
- Influences and motivates staff to increase job performance and productivity.
Interpreting the Meaning of Information for Others
- Interprets customer information for escalated inquiries and provides guidance to customers based on program area processes and procedures.
- Interprets new information on processes and procedures and provides updated information to staff and/or customers.
Coaching and Developing Others
- Mentors newer staff members and implements initial onboarding and training.
- Develops standard operating procedures and training manual to provide instruction on basic task performance.
- Coaches team members based on performance metrics.
- Identifies developmental opportunities for cross-training and program specialization.
- Identifies developmental opportunities that may be appropriate for customer service staff.
Developing Objectives and Strategies
- Develops motivational strategies to enhance employee investment and engagement within the program area.
- Coordinates with leadership in the development of performance goals.
Organizing, Planning, and Prioritizing Work
- Assesses staff volume, staff expertise, call volume, and urgent tasks to prioritize assignment of staff.
Documenting/Recording Information
- Documents team performance to ensure accurate information is used in performance evaluation.
Analyzing Data or Information
- Analyzes employee metrics to address productivity and performance.
- Analyzes external customer usage of website and systems.
- Monitors and analyzes system usage to determine workflow and staff activity.
- Analyzes call volumes to determine appropriate scheduling.
- Analyzes customer inquiries and trends to ensure efficiency.
Making Decisions and Solving Problems
- Utilizes process feedback to make recommendations and improvements to practices.
Establishing and Maintaining Interpersonal Relationships
- Works closely with team to establish a good working relationship and environment.
- Establishes and maintains good working relationships with Departmental staff, including, but not limited to legal team, Fiscal Services, Divisional directors, Human Resources, and STS.
Communicating with Persons Outside Organization
- Handles all matters escalated from lead personnel.
- Communicates with vendors and other outside organizations to obtain or provide required information, correct errors, or for clarification purposes.
- Communicates policies and practices to customers for clarification and education purposes.
Resolving Conflicts and Negotiating with Others
- Handles complaints and grievances from internal and external customers.
- Resolves team conflicts without escalation to leadership.
Communicating with Supervisors, Peers, or Subordinates
- Provides regular updates to upper management and other internal business partners on the status of projects or other assigned work.
- Maintains an open dialogue with internal business partners to ensure effective and efficient communication.
- Conducts regular staff meetings to address updates, progress, and issues.
Interacting with Computers
- Utilizes programs specific to program area to monitor metrics and pull reports.
- Utilizes office productivity software, including programs specific to word processing, spreadsheets, and instant messaging to complete work activities.
Monitor Processes, Materials, or Surroundings
- Notes call volume to minimize issues and appropriately schedule representatives based on call volume and renewal schedules.
- Monitors system functionality.
- Monitors cameras, calls, and customer inquiries to ensure processes are followed and note trends.
- Monitors representative availability and ticket assignment.
- Monitors inquiry placement within appropriate board or commission to ensure inquiry is answered timely.
- Monitors help desk and FAQ to ensure information is accurate and up-to-date.
Updating and Using Relevant Knowledge
- Uses updated information to communicate new information via FAQ or website.
- Gathers information related to changes or improvements in program area tools, equipment, and systems.
- Attends relevant training to improve knowledge and skills.
Staffing Organizational Units
- Conducts interviews for job candidates and provides recommendation on candidate(s) to hire.
Performing Administrative Activities
- Conducts performance evaluations for staff and enters into system.
- Reconciles data with Fiscal Services as it relates to cash office and cash collected.
- Maintains customer inquiries as needed, including assignment and closure.
- Responsible for voiding transactions in cash office.
- Responds to emails, phone calls, and other correspondence.
- Enters and approves time and leave requests.
Identifying Objects, Actions, and Events
- Works with directors to identify annual events that may impact call volume and scheduling.
Scheduling Work and Activities
- Develops schedules for staff assignment.
- Schedules regular team meetings.
Competencies (KSA'S)
Competencies:
- Customer Focus
- Problem Solving
- Directing Others
- Building Effective Teams
- Drive for Results
- Functional/Technical Competency
- Priority Setting
- Developing Direct Reports and Others
- Interpersonal Savvy
- Motivating Others
Knowledge:
- Intermediate Knowledge of Customer Service
- Intermediate Knowledge of Administration and Management
- Intermediate Knowledge of Call Center Practices
- Basic Knowledge of Personnel and Human Resources
Skills:
- Process Improvement
- Complex Problem Solving
- Intermediate Computer Skills
- Speaking
- Active Listening
- Instructing
- Critical Thinking
- Monitoring
- Time Management
- Management of Personnel Resources
- Negotiation
- Management of Material Resources
Abilities:
- Deductive Reasoning
- Problem Sensitivity
- Speech Clarity
- Oral Comprehension
- Oral Expression
- Inductive Reasoning
- Visualization
Tools and Equipment Used
- Computer
- Copier
- Printer
- Fax Machine
- Scanner
- Calculator
- Tablet
- Laptop
- Phones
TN Driver Standards
State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:
- A valid driver's license
- For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.
Please include your Driver's License Information under the Licenses and Certifications section of your application.
**Agencies may allow an exception based on other factors.
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