State Accounting Office
Customer Service Center Manager
(19037)
For more information about this job contact:*
recruiter@spa.ga.gov
www.agencywebsite (if applicable)
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*Note: This contact may be able to provide answers to specific questions you have about this job posting. However, DO NOT e-mail or submit your application/resume to this contact unless directed otherwise in the "Additional Information" section above.
Requisition Number: 407-19037
County of Vacancy: Fulton
Recruitment Period: 09/21/2010 – 08/08/2010
Number of Openings: 1
Shift: First
Screening Type: Quals Assessment MIN & Pref
Financial Systems
Annual Salary Minimum: Commensurate with Experience
Annual Salary Maximum: Commensurate with Experience
Salary Details: Commensurate with Experience
Duties & Responsibilities:
SAO’s Customer Service Center (CSC) Manager is responsible for the day to day delivery of best-in-class customer service for PS FIN and HCM supported by SAO. The CSC provides functional and technical support for the internal customer base. The individual is responsible for daily monitoring against established standards, addressing escalated issues, managing resources, and making recommendations and suggestions to improve CSC operations.
The CSC Manager monitors and analyzes call volume, patterns, and traffic flow to ensure service level objectives are met. Additionally, the CSC Manager will oversee service level agreements and company standards to achieve consistency and proper documentation. The CSC will resolve complicated issues involving customer service and/or researches governing policies or procedures to respond to clients.
The successful candidate will be a high energy, customer service oriented professional who employs continuous improvement methodologies and innovation to achieve increases in operating efficiency and customer satisfaction. A strong predictor of success is to highly motivate customers and employees, synthesize information and adapt strategy, quickly, while collaborating effectively with leadership, peers across SAO and multiple agencies, and leading a team of successful customer service teammates.
Responsibilities
• Oversees the development and on-going management of one or more programs consistent with agency goals and objectives.
• Interviews, hires, directs, trains, evaluates the performance of, and when necessary, disciplines and discharges employees.
• Ensures efficiency, effectiveness and accuracy of all functions through the use of computer systems, management controls, and sound organizational structure.
• Conducts or participates in the development, review, revision, interpretation, and/or implementation of policies, procedures, standards, and guidelines.
• Coordinates compliance with rules, regulations, and policies.
• Plans and administers the budget.
• Coordinates interaction between department, agency, and facility operating units, other programs and/or external customers as appropriate.
• Participates in the planning, coordination, development and implementation of long-range goals and objectives.
Technical Competencies
Ability to prioritize time and resources among primary projects of responsibilities.
Ability to anticipate future trends and issues that should be addressed to meet goals and objectives.
Ability to set goals with defined milestones to measure progress.
Ability to seek feedback when necessary to determine status of ongoing projects or programs.
Ability to prioritize and direct the work of others.
Ability to effectively establish deadlines.
Ability to communicate organizational goals to staff.
Knowledge of agency’s HR policies, procedures, forms, evaluation process and disciplinary process.
Ability to counsel subordinates when necessary.
Ability to supervise persons of varying backgrounds.
Ability to plan, monitor and evaluate the performance of direct reports.
Ability to use business software and computer applications.
Knowledge of standards of practice regarding management controls and organization structure.
Knowledge of statutory and/or regulatory requirements.
Ability to analyze the operational impact of legislative and executive initiatives.
Ability to develop policies and procedures for the organization.
Knowledge of state, federal and professional standards relevant to the agency’s industry.
Ability to analyze complex information and reach conclusion.
Ability to implement appropriate courses of actions to ensure compliance.
Knowledge of budgeting principles and practices.
Ability to prepare, implement and monitor budget.
Knowledge of agency purchasing, procurement and accounting procedures.
Ability to forecast agency budgetary needs based on previous and current budgetary data.
Knowledge of operational units that impact your unit.
Ability to act as a liaison between different units and agencies.
Knowledge of strategic planning.
Ability to forecast goals relative to technological tools and industry trends.
Statistical analysis skills.
Ability to communicate both orally and in writing.
Ability to organize and manage program areas.
Skill in developing and managing the budget process.
Ability to conduct training, workshops, conferences and/ or forums.
Skill in mediation and escalation.
Ability to represent the agency to outside entities.
Skill in media/public relations.
Minimum Training & Experience:
Completion of a Bachelor’s degree in a accounting or information systems and three years experience managing professional level staff.
OR
Seven years of experience, three years of which managing at the level equivalent to area of assignment.
OR
Three years of experience at the lower level (GSM010).
Preferred Qualifications:
• Minimum 5+ years experience managing a HelpDesk or CSC
• Minimum 3+ years of lead/supervisory experience in a customer service setting
• Compiles statistics from source materials, such as CSC or CRM tool records.
• Generates repeatable use of written responses to customer inquiries.
• Establish and maintain effective working relationship at all levels of organization
• Manage resources and workload to achieve service goals. Work collaboratively with other key stakeholders to develop service level agreements (SLAs)- communicate and manage customer expectations
• Develop and refine KPIs as a means of identifying improvement opportunities
• Track and analyze trends in CSC requests and generate statistical reports for management review. Identify and systematically drive defects out of the environment.
• Develop, track, and provide key feedback to customer in a measurable and constructive way
• Provide a heightened focus on professionalism, customer service, and customer satisfaction as key elements of overall service quality program
• Review and develop policies and procedures that will increase effectiveness and consistency of service delivery while maintaining agility and customer responsiveness
• Oversee the development, implementation , and administration of staff training needs, as well as, provide coaching and mentoring to team
• Must be able to assist with customer inquiries if necessary
• Develop, document, and implement process to deliver high quality customer service
• Spend 10-15% of time with direct customer contact to understand needs, demands, and improvement feedback
• Supervises and plans work of assigned staff.
• Other responsibilities and key results areas will be assigned as required
• Performs job responsibilities with minimal supervision
• Ability to listen, interpret, understand, and communicate with others in conveying information.
• Ability to prepare reports tailored to the agencies’ needs.
• Planning, oversight, and development of ongoing CSC service delivery strategies including maximization and use of call center system technologies (CRM) and resources.
• Analyze call center reporting to address efficiency and effectiveness while shifting to a more outcome- based monitoring rather than stats to manage by; such as, phone stats.
• Determine CSC hours to balance cost needs and budget
• Create responses to commonly asked questions and guidelines for requests or complaints
• Determine root cause analysis and develop solutions to the most commonly asked questions
• Define role of contact center specialists including job descriptions and required training
• Possesses the appropriate level of technical/ functional expertise and knowledge. Must be a hands on manager who can mentor team members and step in as needed to assist in problem resolution
• Strong working experience with PS FIN and HCM and MS Office products: including Excel, Word, Outlook, and PowerPoint
• Experience with CRM tool
• Experience with analysis and metrics
• Foster an “open door” policy where employees are encouraged to express their concerns and invited to contribute to the improvement of the customer experience
Successful candidate for this position must pass a criminal background check. (if applicable)
*Please Note: This vacancy is subject to close at any time once a satisfactory applicant pool has been identified.
Due to the volume of applications received by this office, we are unable to provide information on application status by phone or e-mail.
Applicants who are selected for an interview will be contacted to arrange an appointment.
Applicants who are not selected for interviews will not receive notification.
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