The manager should be able to “collaborate across all city departments as well as with teams managing other service channels (website, chatbot, virtual agent, mobile application),” the job posting notes.
The responsibilities of the role include the following:
- Ensures staff is trained to receive, document, and process customer inquiries and service requests for various channels such as the telephone, Web self-service, mobile app, email, etc.
- Analyzes data and executes plans to improve upon key measures, including but not limited to customer service, first call resolution, wait times, and calls averted from 911 to assist in improving emergency response times.
- Manages the recorded announcement menus, call trees, call routings, automated call distribution, and makes changes as necessary based on need and changing circumstances. Develops and implements methods and scripting for the optimization of existing information and messages to respond to citizens.
- Manages relationships and support levels with technology support personnel, call handling system vendor partners, and contracted after-hours support.
- Formulates long-range plans and policies for the call center based on the analysis of call center statistical data of calls received and operational trends; prepares periodic and special reports to assist management in monitoring and improving the overall operations of the CCCC and ensuring high quality and accurate customer service.
- Expertise in call/contact center operations including demonstrated expertise in improving customer service, driving performance through metrics, and optimizing staff and technology tools to improve call center operations and customer experience.
- Proficiency in customer relationship management (CRM) software, management of call handling solutions, and workforce planning.
- Demonstrates track record of initiating significant organizational process improvements and organizational change with bottom-line success.
