ESSENTIAL JOB FUNCTIONS: Works under the direction of an assigned manager to manage the operations and maintain the safety standards of the 311 Call Center. Utilizes customer service skills to provide information services to the public, including community information and referral. Develops standards and procedures for interacting with customers to ensure maximum satisfaction with organization standards. Conduct surveys to discover customer perception of services and make appropriate adjustments. Manages the overall productivity, policies, goals and objectives of 311 operations. Manages and directs the work of subordinate personnel. Conducts trainings for staff development, provides work direction and assignment of duties, evaluates work performance and in consultation with management. Administers discipline and makes hiring, promotion and discharge recommendations for 311 call center personnel. Manages the 311 Call center budget. Communicates with customers to identify their requirements as well as obtain feedback on quality of service. Communicates information from meetings and other sources to staff. Composes various written materials, such as policies and agency reports. Initiates and participates in outreach efforts to promote 311-service. Serves as a liaison between the Executive 311 Operation and community organizations, schools, government boards, and commissions. Utilizes social media in providing prompt resolution of customer issues as well as promotion of products/services. Uses available technology to create, adjust, and forecast call volumes, work schedules, and staff skill levels on an ongoing basis to achieve defined service goals. Serves as a leader, facilitator and/or member of various committees, develops operational and strategic plans. Operates various systems for gathering statistics and other measurable data Monitors the physical condition of facilities and equipment for damages, security and safety standards. Provides periodic reports to management on work activities and progress. Conducts research and participate in conferences and seminars to stay abreast of developments in the customer service industry.

OTHER FUNCTIONS:
1. Performs additional functions (essential or otherwise) which may be assigned.

TYPICAL PHYSICAL DEMANDS: Must be able to communicate clearly both verbally and in writing with the general public and staff at all levels of the organization. Requires the ability to operate general office equipment such as computer, telephone and copier. Requires some stooping, bending, stretching and traversing when traveling to various meetings and moving throughout the building. Requires the ability to lift and or carry materials which can weigh up to 20 lbs.

TYPICAL WORKING CONDITIONS: Work is performed in an open call center environment. Occasional travel to meetings across the city and out- of-town may be required. Some evening and weekend shifts may be required.