Contact Center Supervisor
Pinal County, Florence, AZ, United States
Job Title
Supervise the staff and activities of the Contact Center, enforce compliance to standards, policies, and procedures, and assure that all key performance metrics are met under basic supervision.
Job Description
Have you considered investing in your community? Pinal County is a beautiful place that needs passionate people who want to help others and make a difference in their lives. Public service is a rewarding career choice; not only does it offer a strong sense of purpose, but it also benefits you financially. We may not be the most competitive in salary, but we provide great value to our employees, including highly sought-after retirement plans, paid sabbaticals every five years, and very affordable benefit costs. In the long run, Pinal County is an excellent choice to fulfill your passion and support your retirement!
Working at Pinal County is an investment in YOU. Apply today and find out why Pinal County is more than just a job.
Benefits
An Employer that Values Each Employee and Prioritizes a Work Experience that Provides Ample Time for Stress Reduction and Work-Life Balance.
Paid Vacation And Sick Leave
15 Vacation Days Accrued Annually Starting Day One
After Three (3) Years of Service, 18 Vacation Days Accrued Annually
After Five (5) Years of Service, 20 Vacation Days Accrued Annually
13 Sick Leave Days Accrued Annually Starting Day One
Ten Paid Holidays + One Paid Floating Holiday to Use as You Wish
Paid Sabbaticals Every Five (5) Years
Two-Week Sabbatical After Five Years of Continuous Service
Three-Week Sabbatical After Ten Years of Continuous Service
Four-Week Sabbatical After Fifteen Years of Continuous Service
Four-Week Sabbaticals Every Five Years After Fifteen Years of Continuous Service
Retirement Plans with Generous Employer Contributions - Guaranteed Lifetime Benefit!
Variety of Top Tier Affordable Medical Plans - Six Different Medical Plans to Choose From
Some Medical Plans with Zero Employee Premium Cost
Dental and Vision Plans
Comprehensive Wellness Program
Quarterly Wellness Challenges
Vision Exams and Optometry Events Onsite
Vaccination Clinics
Onsite Mammogram and Prostate Screening Events
Skin Cancer Screening Events Onsite
Biometrics and Health Screening Events Onsite
Financial Health and Retirement Planning Events Onsite & Online
Fitness Resources and Onsite Sessions Like Yoga and Tai Chi
Tuition Reimbursement Program
Alternative Work Schedules
Telehealth
Qualified Employer - Public Service Loan Forgiveness Program - Department of Education
Employee Assistance Program with Ongoing Training & Development Options
Civil Service Leave
Van Pool Options
Short-Term Disability Employer Paid
Basic Life Insurance - Employer Paid
Flexible Spending Accounts for Dependent Care and Medical Expenses
Suite of Voluntary Benefits including additional Life, Accident, Critical Illness & Cancer Insurance
Typical Classification Essential Duties
Review and evaluate incoming questions from customers and responses from the staff of the Contact Center.
Supervise and schedule the activities of assigned staff, train and coach staff, monitor work, develop staff skills, and evaluate performance.
Review, approve, and submit County administrative forms.
Meet with County departments to verify operational information and define customer service standards.
Support contact center telephony solution as certified telephony engineer and lead IT technical person.
Support computer aided mass appraisal solution as lead IT technical person.
Maintain absolute confidentiality of work-related issues, customer records, and restricted County information.
Perform other related duties as required.
Minimum Requirements to Perform Work
Associate's Degree in Communication, Business Administration, or related field.
Seven (7) years of customer service and computer experience.
Preferred Qualifications
Valid Arizona State Driver's License.
Knowledge, Skills, and Abilities
Knowledge of principles and practices of record keeping and file maintenance.
Knowledge of customer service standards and protocols.
Skill in operating computer systems and basic software applications.
Ability to provide effective customer service and deal tactfully and courteously with the public.
Physical Demands
The work is light and requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects. The work also requires the ability to finger, perform repetitive motion, hear, speak, operate motor vehicles and/or heavy equipment, and demonstrate mental and visual acuity.
Work Environment
Work is performed in a safe and secure work environment that may periodically have unpredicted requirements or demands. The hiring salary for this position is dependent upon experience, qualifications and position funding; starting salaries above the midpoint require additional approval.
Notice to Applicants
We appreciate your interest in our employment opportunities. At Pinal County, we value professionalism and respect for others. If these values are not demonstrated throughout the application and interview process, we reserve the right to remove your candidacy from consideration, which may impact your future Pinal County applications.
Offers of employment are valid only if provided in writing and approved by Pinal County Human Resources.
All qualified candidates eligible to work in the United States are welcome to apply. However, visa sponsorship is not available.
Pinal County does not participate in STEM Optional Practical Training (STEM OPT).
Pinal County requires pre-employment screening, which includes a Motor Vehicle Record check, a comprehensive background check (encompassing employment, education, and criminal history), and drug testing for safety-sensitive roles. Criminal convictions do not automatically disqualify candidates from employment. Employment offers are contingent on successful pre-employment screening. If driving is a requirement of the position, you must have a valid Arizona State Driver's License in accordance with Arizona State Law.
Work in this classification requires an individual to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary classification functions herein described. Since every duty associated with this classification may not be described herein, employees may be required to perform duties not specifically spelled out in this classification description, but which may be reasonably considered to be incidental in the performing of their duties, just as though they were actually written out in this description.
Supervise the staff and activities of the Contact Center, enforce compliance to standards, policies, and procedures, and assure that all key performance metrics are met under basic supervision.
Job Description
Have you considered investing in your community? Pinal County is a beautiful place that needs passionate people who want to help others and make a difference in their lives. Public service is a rewarding career choice; not only does it offer a strong sense of purpose, but it also benefits you financially. We may not be the most competitive in salary, but we provide great value to our employees, including highly sought-after retirement plans, paid sabbaticals every five years, and very affordable benefit costs. In the long run, Pinal County is an excellent choice to fulfill your passion and support your retirement!
Working at Pinal County is an investment in YOU. Apply today and find out why Pinal County is more than just a job.
Benefits
An Employer that Values Each Employee and Prioritizes a Work Experience that Provides Ample Time for Stress Reduction and Work-Life Balance.
Paid Vacation And Sick Leave
15 Vacation Days Accrued Annually Starting Day One
After Three (3) Years of Service, 18 Vacation Days Accrued Annually
After Five (5) Years of Service, 20 Vacation Days Accrued Annually
13 Sick Leave Days Accrued Annually Starting Day One
Ten Paid Holidays + One Paid Floating Holiday to Use as You Wish
Paid Sabbaticals Every Five (5) Years
Two-Week Sabbatical After Five Years of Continuous Service
Three-Week Sabbatical After Ten Years of Continuous Service
Four-Week Sabbatical After Fifteen Years of Continuous Service
Four-Week Sabbaticals Every Five Years After Fifteen Years of Continuous Service
Retirement Plans with Generous Employer Contributions - Guaranteed Lifetime Benefit!
Variety of Top Tier Affordable Medical Plans - Six Different Medical Plans to Choose From
Some Medical Plans with Zero Employee Premium Cost
Dental and Vision Plans
Comprehensive Wellness Program
Quarterly Wellness Challenges
Vision Exams and Optometry Events Onsite
Vaccination Clinics
Onsite Mammogram and Prostate Screening Events
Skin Cancer Screening Events Onsite
Biometrics and Health Screening Events Onsite
Financial Health and Retirement Planning Events Onsite & Online
Fitness Resources and Onsite Sessions Like Yoga and Tai Chi
Tuition Reimbursement Program
Alternative Work Schedules
Telehealth
Qualified Employer - Public Service Loan Forgiveness Program - Department of Education
Employee Assistance Program with Ongoing Training & Development Options
Civil Service Leave
Van Pool Options
Short-Term Disability Employer Paid
Basic Life Insurance - Employer Paid
Flexible Spending Accounts for Dependent Care and Medical Expenses
Suite of Voluntary Benefits including additional Life, Accident, Critical Illness & Cancer Insurance
Typical Classification Essential Duties
Review and evaluate incoming questions from customers and responses from the staff of the Contact Center.
Supervise and schedule the activities of assigned staff, train and coach staff, monitor work, develop staff skills, and evaluate performance.
Review, approve, and submit County administrative forms.
Meet with County departments to verify operational information and define customer service standards.
Support contact center telephony solution as certified telephony engineer and lead IT technical person.
Support computer aided mass appraisal solution as lead IT technical person.
Maintain absolute confidentiality of work-related issues, customer records, and restricted County information.
Perform other related duties as required.
Minimum Requirements to Perform Work
Associate's Degree in Communication, Business Administration, or related field.
Seven (7) years of customer service and computer experience.
Preferred Qualifications
Valid Arizona State Driver's License.
Knowledge, Skills, and Abilities
Knowledge of principles and practices of record keeping and file maintenance.
Knowledge of customer service standards and protocols.
Skill in operating computer systems and basic software applications.
Ability to provide effective customer service and deal tactfully and courteously with the public.
Physical Demands
The work is light and requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects. The work also requires the ability to finger, perform repetitive motion, hear, speak, operate motor vehicles and/or heavy equipment, and demonstrate mental and visual acuity.
Work Environment
Work is performed in a safe and secure work environment that may periodically have unpredicted requirements or demands. The hiring salary for this position is dependent upon experience, qualifications and position funding; starting salaries above the midpoint require additional approval.
Notice to Applicants
We appreciate your interest in our employment opportunities. At Pinal County, we value professionalism and respect for others. If these values are not demonstrated throughout the application and interview process, we reserve the right to remove your candidacy from consideration, which may impact your future Pinal County applications.
Offers of employment are valid only if provided in writing and approved by Pinal County Human Resources.
All qualified candidates eligible to work in the United States are welcome to apply. However, visa sponsorship is not available.
Pinal County does not participate in STEM Optional Practical Training (STEM OPT).
Pinal County requires pre-employment screening, which includes a Motor Vehicle Record check, a comprehensive background check (encompassing employment, education, and criminal history), and drug testing for safety-sensitive roles. Criminal convictions do not automatically disqualify candidates from employment. Employment offers are contingent on successful pre-employment screening. If driving is a requirement of the position, you must have a valid Arizona State Driver's License in accordance with Arizona State Law.
Work in this classification requires an individual to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary classification functions herein described. Since every duty associated with this classification may not be described herein, employees may be required to perform duties not specifically spelled out in this classification description, but which may be reasonably considered to be incidental in the performing of their duties, just as though they were actually written out in this description.