Montgomery County (MD)

Compensation

Full Description

• #*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*# THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES. • #*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*#*# This Position is ONLY Open to Montgomery County Government Employees: • Current Montgomery County Government employees; • Montgomery County employee who was affected by a reduction-in-force and currently has RIF priority rights; • Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or • Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship. The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 per year to $116,210 per year, based on the candidate’s qualifications and experience. WHO WE ARE With a residential population of over 1,000,000, Montgomery County serves a diverse population throughout the county. MC311 is Montgomery County’s source for non-emergency government information and services and receives an average of approximately 500,000 calls annually. MC311 is a lifeline for residents by offering a variety of information about County departments and services, such as solid waste and recycling, social services, transportation, including real-time Ride On bus arrivals, housing, tax issues, permits and inspections, etc. The Customer Service Center is currently available Monday-Friday from 7 AM to 7 PM and is closed on County observed holidays; MC311.com is available 24/7/365. WHO WE ARE LOOKING FOR MC311 is seeking a Program Manager who will supervise Customer Service Representatives who handle and process 311 calls for Montgomery County services, programs, and events. This position requires managing operational issues to meet the contact center objectives for handling calls and other modes of communication from customers. In this role, the individual will need to maintain and demonstrate expert knowledge of call center operations, principles, practices, and procedures, including related telephony and computer software systems. Monitoring the performance of customer service representatives using qualitative and quantitative measures is a key responsibility, ensuring that all calls are answered promptly, courteously, and professionally. Additionally, the position requires strong interpersonal skills, as well as proficiency in both oral and written communication. This role is critical in ensuring the contact center operates smoothly and efficiently, meeting the high standards of service we strive to provide to our customers. Bilingual candidates in the Spanish/English languages are encouraged to apply.?If the candidate selected for this position possesses multilingual skills, he/she will be required to successfully pass an examination assessing oral communication, reading comprehension, and interpreting skills. • Monitor performance of Customer Service Representatives (CSRs) and ensure all calls are answered in a prompt, courteous, and professional manner. • Conduct regular one-on-one and team meetings with CSRs to discuss performance based on the collected data and metrics. • Identify training and coaching opportunities to address skill gaps and empower CSRs/agents. • Align training with agent interests and career goals to foster long-term growth and engagement. • Acknowledge and reward outstanding performance to boost morale and motivation. • Defining key metrics and benchmarks to understand contact center performance. A criminal background and medical history will be conducted on the selected candidate before appointment and will be a significant factor in the hiring decision. Individuals selected for this position will be considered " Essential Employees.” Essential employees must report to work during a period of general emergency or liberal leave. This position is currently eligible for teleworking and requires the ability to periodically perform in-person work at the MC311 Customer Service Center in Rockville, Maryland. Experience: Three years of experience in the management of a customer service team refers to the oversight, coordination, and leadership of a group of employees who interact with customers to resolve issues, provide information, and ensure a positive customer experience. Education: Graduation from an accredited college or university with a Bachelor's Degree. Equivalency: An equivalent combination of education and experience may be substituted. Medical Exam Protocol: A medical history review is required prior to the appointment of the selected candidate. • Experience applying principles of management and public administration to strategically plan, organize, coordinate, and administer customer service operations. • Experience identifying and resolving administrative and operational problems arising in the MC311 Customer Service Center. • Experience analyzing data from customer service operations and performance of customer service representatives and developing appropriate responses and programs to achieve employee development objectives and customer service performance objectives. • Experience establishing and maintaining effective working relationships with the public, private officials, and County staff at all levels. • Three (3) years of experience directing and supervising the work of customer service representatives in a collective bargaining environment.