Call Center Supervisor - Central Services

Call Center Supervisor - CENTRAL SERVICES

This position oversees daily operations of the Tax Call Center as well as supervisory duties and functions in support of the Central Services Director. Ensures the success of the Call Center through tracking and assessing the performance measures, monitoring call quality, and setting standards for customer service for Call Center Specialists. Serves as primary communication liaison between Call Center and the stakeholder departments and offices, including:
Office of the County Treasurer, Office of the County Appraiser, and Election Office. Acts as Call Specialist alongside staff, answering calls from the citizens of Sedgwick County.

Daily Operations

• Evaluate, mentor and train all Call Center staff on policies and procedures as needed, including routine training refreshers to ensure all staff are providing accurate information to citizens.
• Supervise, schedule and assign work to staff, ensuring appropriate staff coverage during hours of operation.
• Meet performance goals for call volume and handle time as well as other key performance metrics, identifying issues in service levels and providing a solution.

Call Center Assistance and Customer Service

• Maintain appropriate communication and relationships with the offices served by the Call Center, including regular attendance and accurate reporting to the Call Center Advisory Board.
• Stay current on knowledge regarding general Sedgwick County services and information for other resources within the community.
• Assist in the call center as needed; answer escalated issues from staff, respond to the needs of the caller, and communicate and explain Sedgwick County policies and procedures to callers.
• Ensure the success of the Call Center through the tracking and assessment of performance measures, monitoring of call quality by Call Center Specialists, and setting standards for customer service.

Minimum Qualifications:

High School Diploma or equivalent. Two (2) years of work experience in a call center or customer service setting. Preferred

Qualification:

Three (3) years of experience in a call center or related customer service field. Two (2) years of experience in property taxation, tag and permit issuance, or appraisal. Two (2) years' experience as a supervisor. Two (2) years of college education with coursework related to Business or Public Administration, Communication, or a related field.