Job details

Location: Houston, Texas
Work type: Onsite
Compensation: $50,440 - $61,813/yr
Posted: 4 days ago
Apply on: governmentjobs.com

About this role

POSITION OVERVIEW

Applications accepted from: City of Houston Employee Only
Division: 311 Contact Center
Section: Water Customer Service
Reporting Location:2805 McKinney Street, Houston, TX 77003
Workdays & Hours: *Monday - Friday, 10:15am – 7:15pm (*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Contact Center Supervisor is a role in a high-call volume, fast-paced environment. The supervisor's primary responsibilities include overseeing the performance and development of contact center agents, managing departmental resources, and ensuring high customer satisfaction.

Key Responsibilities:

Supervise, monitor, and coach contact center agents, ensuring they meet and exceed performance standards in a fast-paced setting.
Plan, organize, and schedule resources to meet departmental needs, ensuring optimal service levels.
Serve as the primary point of contact for resolving complex customer issues and inquiries and provide guidance to agents in handling difficult calls.
Act as a liaison between agents and other divisions within the department to ensure smooth communication and workflow.
Compile and analyze performance data and generate weekly, monthly, and annual reports, maintaining records of call evaluations, training opportunities, attendance, and other key metrics.
Review written records and original customer correspondence to ensure high standards of communication and service.
Collaborate with other supervisors and management to maximize customer satisfaction and meet service level objectives, performance standards, and policies.
Undertake special projects assigned by management, contributing to the overall success of the contact center.
Maintain a positive and supportive attitude, encouraging agents through constructive communication and feedback.

Essential Skills:

Leadership & Team Management
Customer Service Excellence
Problem-Solving & Decision-Making
Time Management & Organizational Skills
Performance Evaluation & Feedback
Communication & Interpersonal Skills

WORKING CONDITIONS
This position is physically comfortable with discretion walking, standing, etc. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS
Four years of administrative or customer service related experience is required.

Substitutions:
Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for up to four years of experience.

PREFERENCES

Preferences will be given to applicants with at least 2 years of experience in a supervisory or lead role in a Call Center or other Government offices and/or utility companies.

Those with computer skills such as MS Word and Advanced MS Excel.

Also, those with training experience and Workforce management skills.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED
None. The Division may administer skills assessment relevant to job description.

SAFETY IMPACT POSITION No

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION
Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.
Pay Grade: 18

APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. Applications must be submitted online at: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting:http://agency.governmentjobs.com/houston/default.cfmor call (832) 393-7238.

If you need special services or accommodation, call (832) 393-7238

If you need login assistance or technical support call 855-524-5627

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information.

EOE - Equal Opportunity Employment
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

Benefits

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
13 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Supplemental Questions

01

Select the best scenario below that describes your level of education.

Less than a high school diploma/ GED
High School diploma/GED
Associate degree
Bachelor's Degree or higher

02

How many years of VERIFIABLE administrative or customer service experience do you have?

No experience
Less than 2 years
2 years but less than 3 years
3 years but less than 4 years
4 years but less than 5 years
5 years or more

03

How many years of experience do you have supervising or leading a team?

No experience
Less than 1 year
1 year but less than 3 years
3 years but less than 5 years
5 years or more

04

How many years of experience do you have in Water, Gas, or Electric utility billing?

1 year or less
2 years
3 years
4 years
5 years or more

05

Describe in as much detail, your experience in working with billing Water or Wastewater accounts. (See resume is not an acceptable answer.)

06

Have you resolved employee conflicts, complaints, or conduct issues in a supervisory capacity?

1 year or less
2 years
3 years
4 years
5 years or more

07

How many years of experience do you have with employee performance reviews and evaluations?

1 year or less
2 years
3 years
4 years
5 years or more

08

How many years of experience do you have handling conflict resolution and building Team Synergy?

1 year or less
2 years
3 years
4 years
5 years or more

09

Do you have experience with the following computer programs or tools? Select all that apply.

Word
Excel
PowerPoint
Outlook and/or MS Teams
Customer information Billing System (CIS)
None of the above

10

Please rate your experience using Microsoft Excel.

None
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.

11

Please select all the languages below so that you can read, speak and write fluently:

Spanish
Vietnamese
None of the Above

12

Are you currently an ARA - Customer Account Services employee?

Yes
No

13

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

Yes
No

14

Have you completely and truthfully answered all questions regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)

Yes
No

15

Are you currently a City Of Houston Employee

Yes
No

Required Question

Agency Information

EmployerCity of HoustonAddress 901 Bagby St

Houston, Texas, 77002 Website https://www.houstontx.gov/

About City of Houston

City of Houston

Houston, Texas

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