] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → SUPERVISOR, CALL CENTER

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Supervisor, Call Center

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Supervisor, Call Center CODE: 0706 SQ/OQ: Not Applicable
WORKING TITLE: Supervisor, Call Center GRADE: H MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction, is responsible for all elements of the call center unit of the Employee and Retiree Service Center (ERSC). Work of the class involves supervision of staff responsible for a wide variety of phone calls and emails received related to human resources, payroll, and insurance and retirement. Working cooperatively and closely with the entire ERSC leadership team to implement, coordinate, and maintain systems and procedures. Serves as mentor, trainer, coach, and problem solver for the Call Center Team. Complies with federal, state, and local legal requirements by studying existing and new legislation; anticipating legislation; enforcing adherence to requirements; advising on needed actions. Contributes to the team effort by accomplishing related results and participating on projects as needed.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Considerable knowledge of call center operations and all human resource, payroll, leave, compensation, insurance and retirement operational transactions, clerical and administrative processes involved in the efficient processing of phone calls, emails and employee transactions. Thorough knowledge of the MCEA/ /MCAAP/MCBOA/SEIU Local 500 negotiated agreements. Extensive knowledge of the HRIS Lawson system and all related transactions. Ability to organize, prioritize, problem solve and monitor a large number of employee inquiries. Proven track record in instituting and managing change. Ability to develop and adhere to calendar of events. Ability to interact with internal and external customers. Ability to handle multiple tasks and organize activities effectively. Highly skilled and proficient with all Microsoft Office applications and Discoverer Oracle, or similar tool. Excellent supervisory, interpersonal, communications, computer and keyboard skills. Ability to work effectively in high-pressured environment. Sensitivity to private and confidential employee information required
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor¿s degree, with course work in commercial and business courses in human resources, payroll, insurance and retirement operations preferred. Two years of experience supporting employees based in a call center environment who provide customer service to employees, retirees, general public on a variety of topics in the human resources, compensation, insurance, retirement, disability, FMLA and paid time off required. Five years or more experience with a large scale human resources software system, such as HRIS Lawson is required. Other combinations of education, training and experience, which provide the knowledge, abilities and skills necessary to perform effectively in this position, may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work nights and weekends as required. Annual leave limited during specified timeframes.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Supervises staff and schedules assignments within the unit prioritizing workflow and ensuring that strict deadlines are met.
Analyzes telephone statistics; manages the ERSC mailbox; assisting with the development and improvement of processes and procedures;

Develops, maintains and implements a call center coverage plan in conjunction with ERSC leadership team.

Implements and maintains systems to track performance, monitor telephone volume and wait times, and recommends procedures and processes for improving the flow of phone calls, emails and transactions throughout the unit and improve productivity and customer service.
Meets with ERSC leadership to assess and coordinate the call center coverage while during the implementation of new procedures, processes and peak periods such as benefit open enrollment, retirement deadlines and implementation of negotiated agreements.

Identifies communications needs and works collaboratively with others to produce departmental, employee and retiree communications materials to continually improve customer service.
Monitors quality of responses provided to inquiries and determines additional information or other requirements.
Provides input to schedules, communications and publications.

Trains, coaches and mentors new and current staff on the proper procedures in answering phones, transferring to other departments, answering and distributing emails received in the ERSC mailbox and the use of the call tracking system.

Monitors the call center phone system and prepares monthly data statistics for staff regarding individual performance.
Provides reports to the Director and the Chief Financial Officer as needed.

Recommends and implements improvements and changes based on performance data output.

Works with staff to develop career goals and progression opportunities.

Stays up-to-date on federal, state and social security tax laws, negotiated agreement changes, new procedures and processes for the HRIS Lawson system. Recommends changes to practices or procedures based on new or changed laws as appropriate.

Assists in reviewing changes to MCPS forms and makes recommendations.

Participates in workshops, training, conferences and presentations to maintain knowledge of current technologies, laws, and processes. Schedules and participates in ongoing training to the Call Center/Transaction Unit staff.

Refers complex or unusual phone calls, emails and/or transactions to the appropriate functional specialist or Director. Incorporates results into the Call Center/Transaction Unit standard procedures.

Assists in the Call Center as backup when necessary.

Understands and applies the six leadership standards that have been established for the Montgomery County Association of Administrators and Principals (MCAAP/MCBOA), and the Supporting Services (SEIU) Professional Growth System (SSPGS).

Performs related duties consistent with the scope and intent of the position.
Class Established: 7/03
Date(s) Revised: 7/08, 8/14, 11/14, 10/18
Last Reviewed:

This description may be changed at any time.