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 range
$77,001 - $105,955
Ideal candidate
We are seeking a skilled and results-driven Senior Call Center (Contact Center) Manager with extensive, direct 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 Senior 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.
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.
Benefits
View our benefits at a glance.