DOES seeks Customer Service Supervisor - $81k to $114k
This position is located in the Department of Employment Services, Customer Navigation Center. This office is responsible for providing outstanding customer service to the unemployed and underemployed residents of the District of Columbia, via telephone and electronic communication modes.
Duties and Responsibilities
The incumbent manages the day-to-day operations of the Customer Navigation Center, specifically the Unemployment Compensation call center staff. Plans work to be accomplished, sets priorities, assigns work based on priorities, consideration of difficulty of the requirements and capabilities of the staff. Determines work procedures, prepares work schedules, and expedites workflow. Evaluates
performance, assures effective implementation and operation of regulations, policies, and guidelines. Provides guidance and identifies staff training needs. Hears and resolves employee complaints and refers more serious grievances to the Customer Service Officer with recommendations for resolution. Counsels employees on work and management policies. Effects minor disciplinary actions such as
reprimands and warnings, recommends other action in more serious cases.Using the monitoring system, evaluates calls and provides feedback to staff. Analyzes delinquent reports daily to ensure that staffing patterns are sufficient to meet the daily call volume. Distributes delinquent reports to staff daily. Prepares composite reports from individual reports by subordinates. Creates and uses scripts and tools to address the customer in a consistent and professional manner. Conducts follow-up calls to previous customers to determine the effectiveness of the referrals provided and to determine the customer's assessment of the service provided. Forecast volumes of calls and manpower requirements. Monitors productivity of customer service representatives and generates reports. Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Maintains the correct recorded announcement menus on the Unemployment Insurance IVR and makes changes as necessary based on the time of day, day of week, or holidays.