Job Details
Salary : $42,120.00 - $73,611.20 Annually
Location : Richmond, VA
Job Type: Full-Time Permanent
Job Number: 73M00000036
Department: Citizen Service & Response
Opening Date: 04/10/2024
Closing Date: 4/24/2024 11:59 PM Eastern
Are you Richmond R.E.A.D.Y?
Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
DescriptionThis class supervises employees and activities related to front-line customer service.
The Department of Citizen Services & Response are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor will assist in the hiring of employees and in the training process, and ensures that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration, as well as proactively, constructively managing their performance. You should be analytical, supportive, and prepared to act as a resource to agents. Handling escalated complaints is a daily responsibility for the position, utilizing relationships with departmental representatives to ensure effective handling of requests.
To succeed as a call center supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.
Note: The City of Richmond Job Fair Expo is on Tuesday, April 16, 10am -2pm at the Richmond Convention Center. Come learn more about this role at the Citizen Services & Response booth, Exhibit Hall B. Supervision Exercised/Received:- Exercised: This classification typically supervises other employees.
- Received: This classification typically reports to a manager or director.
- Note: Other reporting relationships may apply.
Duties include but are not limited toManages and oversees a team of call center agents.- Motivates and supports agents through feedback and communication.
- Measures KPI's like inbound calls, call waiting, and call abandonment.
- Assists with taking agents' calls if they can't handle the workload or need assistance in resolving issue(s)
- Coaches to improve quality of results.
- Provides product/service information by answering questions and offering assistance.
- Keeps track of employee attendance, schedule adherence, and ensuring work procedures are complied with.
- Assists in hiring and onboarding new employees.
- Holds regular meetings with staff to manage performance and culture
- Creates individual and group targets and goals for improvement.
Qualifications, Special Certifications and LicensesMINIMUM TRAINING AND EXPERIENCE:- Minimum of one year of customer service supervisory experience.
PREFERRED TRAINING AND EXPERIENCE:- One year of call center supervisory experience.
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:KNOWLEDGE, SKILLS, AND ABILITIES:Knowledge (some combination of the following):- City's services or products and who performs them
- Tech savvy with knowledge of relevant computer programs and call center telephone equipment
- Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.
- Working knowledge of MS Office
- Knowledge of performance evaluation procedures
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Proficiency with the English language
- Familiarity with quality assurance and data analysis software
Skills and abilities (some combination of the following):- Leadership and team building
- Conflict resolution for both staff and callers
- Outstanding communication and negotiation abilities
- Time management and ability to multi-task is critical
- Excellent negotiation and problem-solving skills
- Strong relationship building
- Ability to work under pressure
- Strong verbal and written communication skills
- Effectively handling escalated calls, engaging appropriate departments when necessary
- Exceptional customer service expertise
- Ability to remain calm and respectful under pressure
- Proven experience as call center supervisor or similar supervisory position
- Identifying operational issues and suggesting practical improvements.
- A results-oriented approach
- Excellent organizational and leadership skills
- Effective listening and understanding of comments/concerns
- Research and analyze information to resolve customer issues or concerns
- Organizational skills and attention to detail
Supplemental InformationReasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.
General Information
FLSA Classification: Non-Exempt
EEO Classification: Administrative Support
Type of Service: Classified
Residency: Not Required
Classification Approved: January 2019
NOTE: The above class description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department. The employee may perform other duties of a similar nature or level.
Americans with Disabilities Act Requirements Americans with Disabilities Act Requirements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to finger (pick, pinch, type or otherwise work primarily with fingers), talk, see, hear and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to reach extending hands and arms in any direction, stand, walk, pull, lift, and grasp applying pressure to an object with the fingers or palm. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.
Equal Employment Opportunity StatementThe City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodations are needed to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) ###-#### or by mail at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
Equal Employment Opportunity StatementThe City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodations are needed to participate in the job application and/or the interview process, please contact Jessica McKenzie, Talent Acquisition Partner, Senior at (804) ###-#### or by mail at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans-We are an Official V3 Certified Company.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
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