CITY LINE COORDINATOR                                                             03945

(Competitive) 

DISTINGUISING FEATURES OF THIS CLASS

The work involves responsibility for operational oversight of City Line, the call center to provide information to citizens and receive service requests for departments throughout the city.  The position also has supervisory oversight in the hiring, training and monitoring of employees and their work performance. Work is performed under the administrative supervision of the Chief Operating Officer.  Does related work as required.

TYPICAL WORK ACTIVITIES

Assists in identifying trends and establishing metrics and goals for City Line’s overall operation

Assists in establishing performance metrics for individual staff members

Coaches staff members through challenging issues, including diffusing difficult situations and addressing concerned or upset constituents

Identifies areas of improvement in both City Line’s processes and employee performance to better serve constituents

Ensures resources are properly allocated to provide staff support, to maximize efficiency and to promote constituent satisfaction

Prepares reports to demonstrate call center performance

Engages in public outreach efforts to increase constituents’ awareness of City Line

Follows up regularly on the status of service requests received to determine timely action by departments receiving the requests; works with departments to identify gaps in communication or service

Ensures tasks are completed in a prioritized, timely and professional manner that provides optimum outcomes for constituents

Works cooperatively with representatives of departments throughout the City

FULL PERFORMANCE, KNOWLEDGES, SKILLS, ABILITIES and PERSONAL CHARACTERISTICS

Experience as a Supervisor with strong leadership, customer service and team management skills is preferred

Ability to establish and maintain effective professional, respectful working relationships constituents, other City departments, other public agencies, vendors and any other individuals interacted with throughout the course of work

Ability to multitask and remain calm under pressure, particularly during peak hours or challenging situations

Ability to review, analyze and interpret data and to formulate and execute action plans

Proficiency in the use of computerized systems, including skills in a variety of computer-based technologies including databases (specifically IPS), workflows , ticket systems, email, and spreadsheets

Knowledge of municipal departmental operations and their relationship to overall City objectives and goals

Ability to exercise good judgment

Ability to train and motivate staff accepting requests for information and service

Effective communication skills including active listening, writing and oral presentation

Ability to function independently under administrative supervision

MINIMUM QUALIFCATIONS

Open Competitive

1. Graduation with an Associate’s Degree or higher from a regionally accredited college or university; OR,
2. Two (2) years’ work experience, or its part time equivalent, in public engagement or customer service, OR
3. An equivalent combination of training and experience as defined by the limits of (A) and (B).