We want you to join our team!
Job overview
This position is responsible for providing various day to day operational & administrative managerial duties as it relates to a particular county function/ section/department.
Starting salary
- Min $77,001.00 annually
- Mid $134,908.00 annually
Benefits
Ideal Candidate
We are seeking a skilled and results-driven Contact Center Manager with extensive experience in fast-paced call center environments to lead and oversee the daily operations of our contact center team. The ideal candidate will have proven leadership experience, exceptional communication and analytical skills, and a proven ability to motivate, develop, and empower teams to achieve both individual and organization-wide performance goals. If you are passionate about customer service, fostering a culture of excellence, and driving team performance to deliver a world class customer service experience to Hillsborough County Water Resources residents, we want to hear from you!
Highly Complex Skills/Competencies
- Proven experience as a Call Center Manager or in a similar leadership role in a call center or customer service environment
- Strong knowledge of contact center operations, including call handling procedures, CRM software, ACD and IVR systems, workforce management systems, reporting, and performance metrics
- Exceptional leadership and people management skills with the ability to motivate, coach, and develop staff
- A data-driven mindset with the ability to interpret complex data, identify key insights, and implement actionable strategies
- Demonstrated success in driving significant improvements in operational efficiency, customer satisfaction, and employee performance
- Advanced knowledge of call center KPIs (e.g., First Call Resolution, Average Handle Time, Abandoned Rate) and ability to create strategies for achieving them
- Excellent communication skills with the ability to engage, influence, and collaborate with internal and external stakeholders
- Ability to lead through change, with experience in change management and scaling operations to meet business growth
Desirable Attributes
- Strategic thinker with the ability to anticipate business needs and create forward-thinking solutions
- Strong organizational and problem-solving skills with the ability to manage multiple projects simultaneously
- In-depth knowledge of industry trends and emerging technologies that can enhance contact center performance
- Customer-centric mindset with a passion for elevating the customer experience and building strong client relationships
- A proven track record of building and maintaining high-performance, engaged teams that drive results
- Comfort with change and adaptability to evolving business needs and technology
Education
- Bachelor's degree in business administration, Management, or a related field; Master's degree or relevant certifications preferred
Minimum Qualifications Required
- Graduation from an accredited four-year degree granting college or university; AND
- Five years of experience directly related to the position duties; three of which must have been in a supervisory capacity;
OR
- An equivalent combination of education (not less than a high school diploma/GED), training, and experience that would reasonably be expected to provide the job-related competencies noted above.