SARASOTA COUNTY GOVERNMENT

Contact Center Manager – Manager II

 

About Our Job

Provide leadership and oversight for the Sarasota County Government Contact Center utilizing the Customer Relationship Management (CRM) system. Responsible for the daily management of a first call-resolution focused call center. Primary liaison to all county departments on customer service expectations. Manages other agency staff during an EOC activation to ensure proper staffing of the Contact Center.

 

Duties:

  • Responsible for leadership and oversight of all aspects of the Contact Center operations including the Customer Relationship Management System (CRMS); uses a comprehensive approach ensuring customers are properly managed throughout their CX (phone, email, social media, chat, mobile app and in person); handles the most complex customer complaints or inquiries.
  • Responsible for developing and implementing short and long-range strategic plans; develops and implements Contact Center policies and procedures; creates performance measures for tracking the customer experience across various methods of engagement; provides monthly and quarterly data related to customer engagement to customer facing departments based on information collected in CRM, from surveys and digital engagement.
  • Develops new processes and systems to advance the Contact Center in Knowledge Base management, CRM, and exercises considerable independent judgment in applying advanced principles of management to the efficient administration of the CX. Works closely with division managers and/or department liaisons to administer information from a centralized knowledge management system; partners with supervisors, team leaders, operatives and third parties to continually gather and update information and to resolve issues.
  • Accountable for financial stability/cost containment of the division, through effective budget preparation, business planning and staff plans. Conducts periodic cost/productivity analysis to ensure efficient and appropriate use of County funds. Responsible for maintaining contracts and agreements in accordance with county rules and policies. 
  • Hires, trains, directs, mentors, and leads assigned staff including work allocation and setting schedules. Handles training and problem resolution; evaluates performance; makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
  • Oversees technical and maintenance issues as well as updates of the enterprise knowledge management system and CRM. Improves performance by raising efficiency and sourcing new equipment as needed. Maintains up-to-date knowledge of industry developments and involvement in networks.
  • May make presentations to the Board of County Commissioners and internal groups on related Contact Center matters. Builds effective relationships with vendors and other managers.
  • Manages proactive assessments of fraud awareness, prevention, detection and risk mitigation activities in area of responsibility; oversees financial, compliance, operational and performance  audits; reviews audit findings and ensures appropriate controls are established and implemented.

 

 

 

 

 

Minimum Qualifications:  A Bachelor's Degree from an accredited college or university in Business or Public Administration, Communications, Public Relations, Media Relations or related field and four (4) years of job-related experience. An Associate’s Degree from an accredited college or university and six (6) years of job-related experience.  Two or more years of supervisory experience required.  Year-for-year experience may substitute for the college degree.

Preferred Qualifications:  Advanced professional certification highly preferred.

Job Competencies:  Excellent written and verbal communication skills, including public speaking; operational knowledge of CRM and application integration; ability to develop/implement goals & objectives, set Contact Center targets, track and analyze Contact Center statistical data; knowledge of industry trends and standards; knowledge of telephony systems and advanced call center technology tools and applications; experience in human resource management to include adequate scheduling of workforce; knowledge of fiscal and budgetary principles. Ability to maintain high levels of quality service, facilitate customer satisfaction surveys, oversee complaint resolution. Excellent financial judgment: ability to evaluate work of others;  ability to negotiate contracts and agreements. Experience in emergency operations/activations and disaster planning.

 

About Everything Else

Pay: $60,174.40 - $79,788.80

 

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