Job Information
Adams County Government Community Support Services Call Center Manager - 165765 in Westminster, Colorado
Community Support Services Call Center Manager - 165765
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Community Support Services Call Center Manager - 165765
Salary
$89,072.29 - $133,608.44 Annually
Location
Westminster, CO
Job Type
Regular Full-time
Remote Employment
Flexible/Hybrid
Job Number
06723
Department
Human Services
Division
HS Self Sufficiency
Opening Date
09/10/2024
Closing Date
9/24/2024 4:30 PM Mountain
Our Mission
At Adams County, our team members engage in top-notch opportunities to grow and expand their impact. We cultivate an inclusive and innovative culture where diversity matters! Diversity, Equity & Inclusion (DEI) is a core cultural competency at Adams County, and we actively seek and welcome applicants that bring diverse experiences and value inclusion.
Cultural Competencies/EEO
Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.
Position classification
Hybrid -- Job duties and expectations allow for onsite and remote work scheduled every week. Employees in this classification are regularly scheduled onsite one (1) to four (4) days per week based on the County needs and as determined by Department Director. Hybrid classified roles can be onsite more than the set minimum based on employee preference.
Description
Benefits
Questions
What Success Looks Like In This Job
Reporting to the Economic Mobility Division, the Call Center Manager will oversee the Call Centers within Community Support Services, including the Customer Service Call Center and the Inbound Interview Line. This position requires an in-depth understanding of Call Center functions and operations, ensuring that service delivery is efficient, effective, and aligned with organizational goals. The Call Center Manager will serve as a subject matter expert, providing guidance, collaboration, and support to Customer Service Call Center supervisors and team members assigned to the Inbound Interview Line, while consistently contributing to continuous process improvements for all Call Center operations. The Call Center Manager, along with the other Community Support Managers, is responsible for the timely and accurate administering of Adams County's public assistance programs, including Food Assistance, Medicaid, TANF/Colorado Works, and Adult Financial Programs such as Old Age Pension and Aid to the Needy Disabled.
Examples of Duties for Success
Oversee daily operations of all Call Centers within Community Support Services.
Act as a subject matter expert in Call Center functions, offering training and support to Call Center team members.
Monitor Call Center metrics and performance, and work with supervisors and other leadership team members to identify areas for improvement and implement solutions.
Manage overall call center strategy, including planning for staffing resources.
Establishes goals and objectives for the call centers, as well as qualitative and quantitative outcome measures, that align with state and federal regulations and standards.
Analyze Call Center data to track performance trends and generate reports for management.
Ensure compliance with all relevant policies, procedures, and regulations.
Coordinate with other departmental supervisors and managers to ensure seamless service delivery and address any service-related issues.
Develop and update call scripts, training materials, and operational guidelines.
Lead initiatives to enhance customer experience, including implementing new technologies and process improvements.
Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
Provide regular feedback and coaching to Call Center team members to promote professional growth and development.
Collaborate with ITi, Telecoms, and other support teams to address technical issues affecting Call Center operations.
Stay informed about industry trends and best practices to maintain a high standard of service.
Works in partnership with the Division Director and other Section managers to implement current and new business models, adjusting as needed, to ensure workflows and processes work efficiently and effectively.
Participates in Division and Department Management Leadership Teams.
Familiarity of public assistance programs, including but not limited to Food Assistance/SNAP, Medicaid, Colorado Works/TANF, and Adult Financial.
Actively participate in various departmental meetings, along with State and Federal meetings.
Other duties as assigned.
More Qualifications for Success
Experience:
Minimum of five (6) years of experience in a Human Services or Social Services field, and/or Call Center Operations.
Demonstrated experience in Call Center operations and improving service delivery is highly preferred.
Education and Training:
Minimum of a Bachelor's degree in Business Administration, Communication, Public Administration, Social Science, Human Services, Social Work, Information Technology, or a related field.
A Master’s Degree is preferred.
In lieu of a degree, a minimum of four (4) additional years of experience in a Human Services or Social Services field, and/or Call Center Operations or Analytics environments, including supervision and management experience, may be considered.
Experience in Call Center Operations, Analytics, and/or Supervisory roles is preferred.
License or Certificate: None required.
Background Check: Must pass a criminal background check.
Adams County complies with Colorado’s Job Application Fairness Act (“JAFA”). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant’s age, date of birth, or dates or attendance or graduation.
Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.
Clickhere (https://youtu.be/ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice!
Benefits You Expect:
AFLAC Supplemental Medical Insurance
Basic Term Life & Optional Term Life Insurance
Deferred Compensation Plan
Dental/Vision/Medical Plans
Generous Vacation/Sick leave
Long-Term Disability
Retirement Plan
Short-Term Disability
Plus some you might not expect:
Employee Assistance Program
Employee Fitness Center
Employee Health Clinics
Flexible Work Schedules
Recreation Center Discounts
Training & Tuition Reimbursement Programs
Wellness programs
Lactation friendly certified workplace
01
Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.
Yes, I understand and agree
Yes, I understand but disagree.
02
Please select how you meet the minimum qualifications and experience in a Human Services or Social Services field, Call Center Operations and/or Analytics environments.
Minimum of five (5) years of experience AND a Master's Degree.
Minimum of five (5) years of experience AND a Bachelor's Degree (In Business Administration, Communication, Public Administration, Social Science, Human Services, Social Work, Information Technology, or a related field)
Minimum of nine (9) years of experience including supervision and management experience AND an Associate's Degree.
Minimum of nine (9) years of experience including supervision and management experience AND a High School Diploma, or GED equivalent.
None of the above.
03
Describe your experience leading and managing teams, including years of experience and the largest team you have led?
04
Describe your experience managing call center operations?
05
Describe your experience and knowledge level with public assistance programs.
06
Please describe your management and leadership style.
07
What is your strategy for coaching and developing leaders?
Required Question
Agency
Adams County
Address
4430 S. Adams County Parkway, Suite C4000BBrighton, Colorado, 80601-8213
Website
http://www.adcogov.org/current-career-opportunities
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