This is a supervisory position that participates in the work of all staff involved in customer service activities within a specific area or function. At this level incumbents represent the agency to internal and external stakeholders in a customer service function and intervene when necessary to address and resolve customer related needs or issues. Employees gather and analyze data related to the quality and performance of customer service employees and processes and recommend policy changes as necessary. Employee supervision includes hire recommendations, training, planning and assigning work, performance assessment, coaching, and progressive discipline. In addition, employees will be expected to have the knowledge and skills to perform and review the work overseen.
In addition to those identified in the previous levels: Knowledge of supervisory practices. Ability to train, supervise, and evaluate staff. Ability to evaluate processes and make policy recommendations.
5-7 years of relevant experience. (Substitutions may be allowed.)