Call Center Supervisor, DCSS

THIS IS A NEW ASSEMBLED EXAMINATION.  The eligible list resulting from this examination will cancel any existing list and may last approximately one year, but can be extended.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing.  Postmarks are not accepted.  Applications will only be accepted on-line.

Supplemental Questionnaire:  A properly completed Supplemental Questionnaire must be submitted with each application.  Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Postmarks are not accepted.  Failure to submit the Supplemental Questionnaire will result in disqualification.

THE POSITION

Under general direction, plans, organizes, and directs the work of one or more units within the Customer Service Call Center of the Alameda County Department of Child Support Services.  Call Center Supervisors investigate and resolve escalated or difficult customer service complaints and calls from the general public. Incumbents participate in the recruitment, hiring, and training of Customer Service Agent staff, evaluate their performance and take disciplinary action when appropriate. Incumbents must maintain a knowledge and understanding of policies and procedures for the Department of Child Support Call Center; maintain the confidentiality of information; serve as the backup for customer service agent staff during high call volume periods; act as a subject matter expert in the use of automated call centers; and write call center policies, procedures, and training materials.


DISTINGUISHING FEATURES

These positions are located in the Alameda County Department of Child Support Services (ACDCSS). Call Center Supervisors are responsible for supervising the work of call center staff engaged in receiving and processing telephone calls from the general public and providing general or specific case information in a professional and courteous manner. Positions allocated to this class differ from any other classification in that the primary functions of this position are to provide first line supervisory oversight to Lead Call Center Representatives, Call Center Representatives and related staff in the call center. Call Center Supervisor is distinguished for the lower level position of Lead Call Center Representative in that the Supervisor is responsible for the first line supervising functions while the Lead class is responsible for providing lead and oversight support to the Supervisor and staff in the call center.

IDEAL CANDIDATE

Education:

Graduation from High School, or possession of a certificate of proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate,

And

Either I

Experience:

The equivalent of one year of full-time experience as a Lead Call Center Representative (ACDCSS) in the Alameda County Department of Child Support Services


Or II

Experience:

The equivalent of two years of full-time experience as a Call Center Representative (ACDCSS) or Child Support Case Worker II in the Alameda County Department of Child Support Services

Or III

The equivalent of four years of full-time experience in a call center, at least one year of which must have included direct supervisory work

Or IV

Experience:

Any combination of training, education and experience that will provide the required knowledges and abilities listed below.

Special Requirement:

A thorough background investigation, including fingerprinting will be conducted of all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. A felony conviction will be disqualifying.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• Laws, regulations, policies and audit requirements pertinent to the call center and Child Support Program
• Principles of personnel management, employee supervision, evaluation and training
• Organization and function of the various units/sections of the Department of Child Support Services
• Automated systems capability and applications; modern office practices and procedures including the use of 
   standard computer programs such as Microsoft Word, Excel, and Outlook
• Laws, regulations, and codes governing the access to, and use of, confidential information and legal documents
• Legal terminology applicable to child support documents
• Techniques and practices for dealing with individuals from various social-economic and ethnic groups, in person,
   via telephone, and through correspondence (including stressful contacts with irate and hostile individuals)
• Modern call center technology


Ability to:

• Plan, direct and coordinate the work of others
• Guide and evaluate the development of subordinates
• Interpret and explain procedures to others, and answer a variety of questions related to department programs and
  processes
• Exercise sound judgment when prioritizing, organizing, assigning and monitoring workload
• Develop and deliver training; work under pressure in a high volume call center environment
• Use a multi-line, call center phone system
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public
• Maintain confidentiality
• Evaluate and control problematic situations and offer solutions
• Diffuse hostile client callers
• Listen, understand, follow and communicate oral and written directions and apply them effectively in a variety of
  situations
• Use sound judgment when evaluating a wide variety of information; identify alternatives from diverse sources and
   choose the best solution from several options, then initiate appropriate actions within prescribed guidelines
• Effectively communicate verbally while using excellent telephone etiquette skills
• Effectively communicate in writing; including accurate spelling, proper grammar, punctuation, and correct
   vocabulary

THE EXAMINATION WILL CONSIST OF the following steps: 1) A review of candidates' applications to verify possession of minimum requirements. Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process. 2) A review of candidates’ Supplemental Questionnaires to select the best qualified applicants to continue in the process.  3) An oral interview which will be weighted as 100% of the candidate's final examination score. The oral interview may contain situational exercises.  CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION.  

Alameda County utilizes a Civil Service Selection System founded on merit.  Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position.  Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position.  Other recruitments many be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website, www.acgov.org/hrs.

We reserve the right to make changes to the announced examination components.

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance. 

The following dates are tentative and subject to change based on the needs of the Agency. 

 TENTATIVE SELECTION PLAN

• Deadline for Filing:  5:00pm, Tuesday, May 6, 2014
• Minimum Qualifications & Best Qualified Review Completed: Friday, May 30, 2014
• Panel Interviews:   June 10, 2014

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes.  To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing. Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.  For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Welfare Benefits

• Medical – HMO & PPO Insurance
• Dental – PPO & DHMO Insurance  
• Vision
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage) 
• County Allowance
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Accident, Critical Illness & Hospital Indemnity
• Long Term Care Insurance
• Employee Assistance Program

For your Financial Future

• Short-term Disability Insurance
• Long-Term Disability Insurance
• Retirement Plan – (Defined Benefit Pension Plan)
• Deferred Compensation Plan

For your Work/Life Balance

• 11 paid holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Group Auto/Home
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.

All notices related to County recruitments for which you have applied will be sent/delivered via email.  Please add @acgov.org and alamedacountyHR@acgov.org as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.

Please take the steps recommended above to insure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email box alamedacountyHR@acgov.org are routed to an unmonitored mailbox. All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. If you have questions please go to our website at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

Annette Sandoval,  Human Resources Analyst II
Human Resource Services, County of Alameda
510-272-6434

Alameda County is an Equal Opportunity Employer