Supervisor - Customer Service - Transportation & Public Works (Civil Service)
Core
Oversees, supervises, coordinates, and monitors the work of customer service representatives in a Call Center providing information to City customers and citizens.
Role type
Customer Service Supervisor (Call Center)
Builds
Effective customer service strategies and daily call center operations for the City of Dallas
Domain
Municipal Government / Public Works / Customer Service
Deliverable
dashboards & analysis
Required skills
Call center management, team supervision, performance evaluation, conflict resolution, policy communication, scheduling, training and development, resource allocation
Responsibilities
Supervise and evaluate customer service staff; interview and select candidates; resolve employee grievances and recommend disciplinary actions; train and coach new and existing representatives; develop long-range plans and schedules; communicate policy changes; monitor daily operations and quality; coordinate call center workflow.
Seniority
Mid-level Supervisor