| 311 CALL CENTER SUPERVISOR |
Job Code: 2701
Pay Grade: 018
FLSA Status: Exempt
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| General Functions |
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Plans, coordinates, and supervises all aspects of the Government Service Center to ensure efficient operations.
Work requires independent judgment and initiative under the general supervision of the Assistant Manager, Public Safety Communications and is reviewed through observation, reports and achievement of desired results. |
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| Representative Duties /Assignments |
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- Supervises work assignments and professional development of staff.
- Ensures inquiries from the public and Orange County citizens are appropriately addressed.
- Ensures inquiries are routed to appropriate field personnel or division for resolution.
- Ensures upgrades and necessary software maintenance is performed.
- Ensures proficiency and refresher training courses are accomplished.
- Conducts employee performance reviews.
- Interviews, selects, and authorizes hiring of Service Center Specialist/ Senior Service Center Specialist positions.
- Reviews inquiries; randomly monitors calls for quality assurance.
- Develops and maintains standards for employee performance.
- Serve as Emergency Essential employee by disseminating information to the public before, during and after an emergency or disaster.
- Responsible for the coordination, development, dissemination, and training before, during and after an emergency or disaster while working closely with Emergency Operations Center.
- Assists Assistant Manager with administrative duties and personnel related issues.
- Performs other duties as assigned.
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| Minimum Qualifications |
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Bachelor's Degree from an accredited institution in Business Administration or related field and five (5) years supervisory or management experience in a call center environment; or an equivalent combination of relevant education training and experience. Additional technical or operational experience in a call center may be substituted for the required education on a year-for-year basis. |
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| Preferences |
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Five (5) years of public safety communications or 9-1-1-center management experience. |
