Senior Contact Center Manager (Tier 3) - Water Resources

This position is responsible for providing various day to day operational & administrative managerial duties as it relates to a particular county function/ section/department.

Salary 

Hiring Range (annual) $77,001 – $92,000

*Internal rates may vary based on the selected candidate’s current grade.

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.

Education: Bachelor’s degree in business administration, Management, or a related field; Master’s degree or relevant certifications preferred.

Core Competencies

•   Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Tier 3

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Manages complex functions with subordinate managers, supervisors, professionals and other staff.
• Directs major programs to achieve broad organizational goals and objectives.
• Supervises and directs the activities of multiple professional level subordinates in achieving established organizational goals and objectives; coordinates functions; assigns, monitors and reviews work; evaluates performance, and initiates corrective action as needed, including termination.
• Compiles and analyzes information to recommend changes and improvements to operations or service delivery methods. 
• Formulates and establishes goals and administrative policies, procedures and guidelines to ensure operational efficiency and effective administration of assigned programs and staff.
• Serves as an internal consultant to senior management. 
• Presents informational sessions to departmental staff and staff from other agencies and departments.
• Determines funding requirements, develops budget submissions, monitors status of allocated funds, and controls expenses.
• Assesses staffing needs and identifies shortfalls; interviews, recruits, and hires new staff.
• May serve as liaison to technical, operations, or administrative staff to analyze new legislation, work methods or legislative requirements. 
• Performs other related duties as required.

Job Specifications

• Knowledge of the principles and practices of management.
• Knowledge of the functions, activities, requirements, and objectives of the specific programs/functional areas to which assigned.
• Knowledge of federal, state and local regulations pertaining to assigned functional area. 
• Ability to analyze data and present ideas and information effectively, both orally and in writing.
• Ability to anticipate and meet the need of clients with a commitment to improving services.
• Ability to establish objectives and strategies, identify required resources, and develop plans to carry out work.
• Ability to use considerable initiative, think independently, and exercise sound judgment.
• Ability to establish operation or program objectives and strategies for a functional or operational area.
• Ability to analyze and report upon operating conditions and problems.
• Ability to take a long-term view and recognize opportunities to help the organization accomplish its objectives.

Physical Requirements

• Frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Work Category

• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

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.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Additional Job Requirements

A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:

1. Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:

• Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services    (CJIS)
• Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
• Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
• Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)

1. Possess the necessary job related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL) 

Career Progression

Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.