Call Center Supervisor

Position Description

Seattle Municipal Court’s(SMC) mission is to provide a forum for citizens to resolve alleged violations of the law in a respectful, independent, and impartial manner. The Court is dedicated to advancing social justice issues by supporting personal, structural, and systemic change in our community, and building a diverse workforce. The Court works collaboratively to realize the City’s vision of racial equity by participating in the City of Seattle’s Race and Social Justice Initiative.

SMC’s Call Center is currently recruiting to fill the position of Call Center Supervisor. Candidates with the ability to effectively work with multi-cultural communities are encouraged to apply.

SMC’s Public Services Call Center delivers exceptional customer service to the diverse populations we serve. Our fast-paced environment consists of a high-volume inbound call center where Customer Service Representatives field incoming questions, schedule hearings, process payments, and provide information regarding available options. This position reports to the Public Services Manager and will supervise 13 staff.

You will be successful in this leadership role if you have a passion for:

• Teambuilding
• Coaching others in their success.
• Public service and the justice system. Cultural awareness and inclusivity.
• Providing excellent customer service.
• Actively listening, using good communication skills, being patient, and being impartial while providing customer service to individuals who may be emotional, require de-escalation, the use of an interpreter, an advocate, or referrals to other agencies.

You will feel prepared if you have experience:

• Supervising staff in a call center, remotely or in-person.
• Providing customer service a s a call center agent or supervisor. Using independent judgment to make decisions.
• Utilizing legal terminology.
• Processing confidential information

Job Responsibilities

• Supervise, manage, organize, plan and direct daily activities of the inbound call center and the correspondence section of the unit.
• WorkwiththePublicServicesManagertoestablishgoals,priorities,andworkstandards. Prepare work schedules. Approve leave requests and time sheets.
• Determine training and development plans for employees.
• Collect and monitor statistical information and create reports for management. Develop, revise, and implement operating policies and procedures.
• Create and implement new service delivery methods as needed. Resolve customer issues and/or complaints.
• Advise and assist employees with challenging customer service issues.
• Perform supervisor functions in our new case management system C-Track, and in our new telephony platform, Genesys.
• Interpret general laws, policies, procedures, and other court records.
• Establish and maintain effective working relationships with management, direct reports and customers.

Qualifications

Minimum Qualifications:

A combination of education training and/or experience that provides evidence of the ability to perform this job.

OR

4 years of clerical experience and the ability to supervise the work of others. 

OR

Associate’s degree in business, communications, public administration or related field AND 3 years of clerical experience and the ability to supervise the work of others.

OR

Bachelor’s degree in business, communications, public administration or related field AND 2 years of clerical experience and the ability to supervise the work of others.

Desired Qualification:

Bilingual in English and another language is a plus.

Desired Qualifications:

• Associates degree (or higher) in business, communications, public administration or related field, or combination of work experience and education.
• 2+ years’ experience as a supervisor in a call center AND 3+ years of experience as call center agent.
• Strong leadership and interpersonal skills.
• Intermediate proficiency or higher level in Microsoft Word, Outlook and Excel
• Familiar with legal terminology.
• Bilingual.
• Demonstrated ability to:
• Maintain professionalism while providing customer service to individuals who are upset or angry.
• Interact tactfully with a diverse customer base (i.e., defendants, attorneys, court personnel, and outside agencies).
• Exercise mature/independent judgment.
• Use excellent written and oral communication skills.
• Set performance standards.
• Evaluate/document employee performance.
• Learn new systems quickly and use the Municipal Court Information System (MCIS).
• Learn and retain a large volume of information (i.e., learn, apply, comprehend, and clearly communicate legal documents, court rules, procedures and other regulations to customers).
• Exercise discretion and maintain confidentiality.
• Work calmly under stress and pressure.
• Juggle multiple tasks and flexible to changing needs/circumstances.

Additional Information

Why Work at the City

The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in dismantling racist policies and procedures, unlearn the way things have always been done, and create and provide equitable processes and services.

Work Environment 

This position offers the flexibility of a hybrid work schedule. 

Salary

This position is part of the 5-Step Compensation program. The full salary range for this position is $40.52(Step 1) – $45.45(Step 5) per hour.

Benefits

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City’s website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans. 

Hiring Process

Qualified candidates must submit the following to be considered. Your application will not be reviewed if any of these items are missing or incomplete. 

1. Completed NEOGOV online application.
2. Cover letter describing how your skills and experience align with the stated job responsibilities and qualifications.
3. Current resume indicating relevant experience and education.

Additional Information: 

• A job offer is contingent upon successfully passing the court’s background check. The background check includes a criminal history background review, fingerprinting and reference checks.
• This is a full-time position, working 40 hours per week; it is Civil Service and non-exempt from overtime.
• For more information on the Seattle Municipal Court, visit www.seattle.gov/courts.

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City’s website at: 

“Most” Employees Plans – Human Resources seattle.gov

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