Call Center Representative 2
Duties include but are not limited to:
o Supervise a team of Call Center Representative 1s. o Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards. o Perform call taking and electronic functions as needed during peak volume times and for staff coverage o Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate. o Provide technical assistance or training as needed to Call Center Rep 1s. o Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides. o Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling o Approve leave and track time and attendance o Review, monitor and complete staff performance evaluations o Determine and oversee staff assignments o Identify training needs and arrange for provision of training o Manage and direct program activities by setting priorities and deadlines o Additional duties will be discussed in detail during the interview.
Job Function
Duties include but are not limited to:
o Supervise a team of Call Center Representative 1s. o Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards. o Perform call taking and electronic functions as needed during peak volume times and for staff coverage o Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate. o Provide technical assistance or training as needed to Call Center Rep 1s. o Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides. o Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling o Approve leave and track time and attendance o Review, monitor and complete staff performance evaluations o Determine and oversee staff assignments o Identify training needs and arrange for provision of training o Manage and direct program activities by setting priorities and deadlines o Additional duties will be discussed in detail during the interview.
Salary Range:
From $23.34 to $23.34 Hourly
Minimum Qualification
A Bachelor's degree and 1 year of work experience in a customer call center operation in a government agency . OR Sixty college semester credit hours and 2 years of work experience in a customer call center operation in a government agency . OR A high school diploma or GED and 3 years of work experience in a customer call center operation in a government agency . Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties. A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, example a firm, company or similar non-governmental entity that contracts with or provides services to, a government agency.Estimated Salary: $20 to $28 per hour based on qualifications.
o Supervise a team of Call Center Representative 1s. o Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards. o Perform call taking and electronic functions as needed during peak volume times and for staff coverage o Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate. o Provide technical assistance or training as needed to Call Center Rep 1s. o Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides. o Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling o Approve leave and track time and attendance o Review, monitor and complete staff performance evaluations o Determine and oversee staff assignments o Identify training needs and arrange for provision of training o Manage and direct program activities by setting priorities and deadlines o Additional duties will be discussed in detail during the interview.
Job Function
Duties include but are not limited to:
o Supervise a team of Call Center Representative 1s. o Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards. o Perform call taking and electronic functions as needed during peak volume times and for staff coverage o Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate. o Provide technical assistance or training as needed to Call Center Rep 1s. o Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides. o Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling o Approve leave and track time and attendance o Review, monitor and complete staff performance evaluations o Determine and oversee staff assignments o Identify training needs and arrange for provision of training o Manage and direct program activities by setting priorities and deadlines o Additional duties will be discussed in detail during the interview.
Salary Range:
From $23.34 to $23.34 Hourly
Minimum Qualification
A Bachelor's degree and 1 year of work experience in a customer call center operation in a government agency . OR Sixty college semester credit hours and 2 years of work experience in a customer call center operation in a government agency . OR A high school diploma or GED and 3 years of work experience in a customer call center operation in a government agency . Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties. A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, example a firm, company or similar non-governmental entity that contracts with or provides services to, a government agency.Estimated Salary: $20 to $28 per hour based on qualifications.
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