Call Center Supervisor – Public Health

Call Center Supervisor – Public Health

“Follow Your Calling, Find Your Career”

Salary Range: $51,111.10 – $67,083.32

This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity consideration included an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirement for the job.

This role is on-site 5 days a week, 8:00 AM to 5:00 PM.

About Us

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County Public Health become even better, too. Join us and build an exceptional experience for yourself, and a healthier world for all. As a member of the Mecklenburg County Public Health team, you will become a subject matter expert in the public health field. The CDC foundation explains that “Public health is the science of protecting and improving the health of people and their communities. This work is achieved by promoting health lifestyles, researching disease and injury prevention, detecting, preventing, and responding to infectious disease”. Come be a part of Mecklenburg County’s Public Health department’s vision to “assure the health and safety of our diverse and changing community today and for future generations.

Position Summary

Supervise, organize and participate in administrative support activities. This position, with a high degree of latitude, is responsible for complex administrative functions of variety and specialization in a department.

Essential Functions

Supervise and coordinate the activities of call center and other administrative support employees in a department, including providing guidance and motivational support through feedback and other forms of communication.

Work collaboratively with other health department teams to ensure timely and appropriate support through call center services with a focus on customer service and quality improvement.

Establish and monitor team and individual agent performance goals through effective data procurement, analysis, and reporting.

Effectively manage staffing to support inbound and outbound call volume, including hiring and onboarding employees, and assisting with calls during peak volume.

Prepare correspondence involving reports, memos, letters, agendas, financial statements and other documents using various computer applications.

Conduct research, compile/organize data, and prepare papers for consideration and presentation by manager, committees, and/or other members of the leadership team.

Review operating practices, processes, and procedures to determine whether improvements can be made in areas such as workflow, reporting procedures, or expenditures.

Prepare agendas and make arrangements, such as coordinating activities that support various types of team activities.

Read and analyze incoming information, memos, submissions, and reports to determine their significance and determine their distribution

Open, sort, and distribute incoming correspondence, including faxes and email

Perform general office duties, such as ordering supplies, maintaining records management database systems

Minimum Qualifications

Experience:

Minimum of six years of administrative experience

Education:

Associate’s degree in a related field

Combination of relevant education and relevant experience accepted?: Yes

Licenses and Certifications

May require a valid North Carolina or South Carolina driver’s license

May require County Driving Privileges

May require an Annual Motor Vehicle Record (MVR) check

Preferred Qualifications

Two years of experience working in a supervisory capacity

Two years of experience working in a high-volume call center environment

Two years of experience working in a healthcare setting

Spanish-language communication skills (written and verbal)

Advanced skills with Microsoft Office applications (Excel, Word, Teams, Outlook, and SharePoint)

Knowledge, Skills and Abilities

Knowledge of

Administrative and clerical procedures and systems using various computer applications, managing files and records

Principles and processes for providing customer and employee services

Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

Skills

Active listening and reading comprehension

Effectively communicate

Collaboration and leadership

Coordination and organization

Judgement and decision making

Time management

Abilities

Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures

Building Partnership: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals

Building Trust: Interacting with others effectively to build confidence in one’s intentions and those of the organization

Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships

Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided

Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs

Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences

Developing Others: Planning and supporting the development of individuals’ skill and abilities so that they can fulfill current or future job/role responsibilities more effectively

Follow-up: Monitoring the results of delegations, assignments, or projects, considering the skills, knowledge, and experience of the assigned individual and the characteristics of the assignment or project.

Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently

Computer Skills

Data Entry

Intermediate use in Microsoft Office Suite

Proficient in various computer applications

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer Statement

This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.

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