City of Tampa

This is highly responsible, administrative, supervisory, and customer service work involving successful customer experiences.

The employee in this class is responsible for performing tasks of considerable difficulty involving supervising a variety of activities in support of customer requests for services provided by the Infrastructure and Mobility Department which may be escalated to the executive level. Under general direction, the employee is required to exercise considerable initiative and independent judgment in supervising the Customer Experience Call Center operation.  Employees work effectively with the public, municipal officials, and others, exercising tact and diplomacy in interpretation and explanation of municipal and department rules, regulations, procedures, and ordinances. Work is reviewed through conferences, reports submitted, observations, and results obtained.

Schedules and tracks team call performance using call center software tools; develops and analyzes individual and team performance metrics; prepares performance reports.

Reads and interprets plans and specifications; assists in the preparation of detailed work plans, suggesting improved work methods, and the investigation of requests and concerns; implements safety regulations and requirements; inspects work in progress.

Supervises the call center staff to ensure compliance with established procedures, goals, and instructions; oversees day-to-day activities of the call center with a primary goal of successful outcomes; oversees communications to customers.  

Recruits, trains, and develops call center representatives; facilitates the use of on-line training for continuous staff development; develops, implements, and reviews team goals, policies and procedures to ensure effective delivery of customer service and the attainment of department’s goals and objectives; communicates latest business issues to staff.

Considerable knowledge of: Business English and mathematics, rules, regulations, procedures, and functions; codes and ordinances related to public works; standard office practices, procedures, and equipment; effective supervisory practices;

Working knowledge of: billing practices, customer care applications and customer complaint resolution; work order processes, planning, scheduling, and other operating procedures; safety programs training initiatives and reporting; other operating department practices and procedures; team dynamics, team building and diversity.

Ability to: plan, assign, supervise, and review the work of subordinate employees; write and speak clearly and succinctly in a variety of communication settings; read and interpret plans and specifications; understand, interpret and effectively carry out written and oral instructions; maintain records and prepare clear and concise reports; deal with complaints tactfully and efficiently; plan, assign, direct, and coordinate the work of employees in a manner that promotes full performance; analyze data; draw sound conclusions, and solve problems; establish and maintain effective working relationships with employees, officials, residents, and business owners.

Mostly sedentary, indoors, requires extended use of computer, typing and viewing monitor.

Graduation from an accredited college or university with a associate’s degree in education, management, economics or a related field and five (5) years of experience in customer complaint resolution and two (2) years of supervisory experience; OR ; graduation from high school and seven (7) years of experience in customer complaint resolution and two (2) years of supervisory experience.

Possession of a valid Florida driver’s license required.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.