CUSTOMER INFORMATION CENTER MANAGER - 40001260

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RESPONSIBILITIES:

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
• Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.
• Recruits, trains and monitors the staff that provides customer service in the call center, reception lobbies, and records management unit; set work standards, reviews work and provides counseling, discipline and other supervisory oversight as needed.
• Works with program managers and agency leadership to plan and implement changes to improve work flow and customer service of the intake and records areas; develops and improves processes, priorities and goals according to the needs of the client population.
• Organizes and directs the scheduling and training of staff for maximum efficiency; addresses and resolves problems involving client service; assures interpreting services are provided for non-English speaking families that enable them to access services appropriately; sees that documents and signs are translated for these citizens.
• Develops and/or revises work procedures and methods, including necessary forms design; trains employees in work procedures.
• Plans and implements use of imaging systems and manages records consolidation.
• Provides budget support to management; recommends staffing and materials needs.
• Participates in agency committees that discuss issues directly related to record systems and reception.
• Reviews productivity reports from the client tracking system and develops reports to track trends; report results to agency management.
• Organizes, composes, prepares and delivers reports, memos and presentation as requested by the Director or assistant directors.
• Coordinates and prepares reports, speeches, or other printed materials according to well established standards or readily available sources.
• Performs related work as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Significant knowledge of office or work unit procedures, methods and practices.
• Significant knowledge of and ability to use correct grammar, vocabulary, spelling and office terminology to compose and/or proofread correspondence, reports and other materials.
• Significant knowledge of accounting procedures, mathematics and their application in the work environment.
• Ability to learn and independently apply laws and departmental rules and regulations covering programs and services.
• Ability to review and process information to determine conclusions, actions or compliance with applicable laws, rules or regulations.
• Ability to apply a variety of work-related formulas or mathematical calculations.
• Ability to record, compile, summarize and perform basic analysis of data.
• Ability to independently work with people with courtesy and tact in performing public contact duties that may be sensitive in nature.
• May require ability to supervise and coordinate the work of other staff, student workers or volunteers.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Requires an Associate’s Degree in Business Administration, Public Administration or related field, supplemented by four (4) years of progressively responsible supervisory experience in office management, call center management, client reception or related work; or equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities.

AMERICANS WITH DISABILITIES ACT COMPLIANCE:

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management. 

BACKGROUND CHECK STATEMENT:

This position may be subject to a background check, which could include, but is not limited to, criminal history (employment-related and/or SBI fingerprint-based), credit history, motor vehicle records, educational verification, and checks of the sexual offender registry, depending on the specific requirements of the role. A conviction record does not automatically disqualify an applicant from employment consideration, unless otherwise required by applicable state law.