Citizen Contact Supervisor UCS

Position Overview

This role serves as a lead and shift supervisor for Citizen Contact Agents. The supervisor keeps an eye on team activity, supports agents with performance coaching and quality oversight, and applies disciplinary actions when appropriate. The position also uses call-center best practices to help maintain strong team performance and may step in to handle non-emergency calls when needed.

The job is primarily independent and is performed about 75% of the time in a hybrid arrangement, with 25% of the work done in the office. This balance can change based on departmental needs. A high-speed internet connection is required. The role is classified as an unclassified, at-will position.

Job descriptions provide a general overview of the duties connected to the classification and are not intended to list every task that may be assigned.

Essential Functions

• Lead the Citizen Contact Center operation and provide technical support to help ensure smooth service delivery and proper staffing.
• Organize schedules, resources, and coverage to meet production demands.
• Compile daily operational reports, including equipment issues and items that must be passed to the next shift.
• Manage challenging public calls and make sure the most effective response procedures are used.
• Track productivity and overall performance of the center.
• Help create, revise, and maintain manuals, including procedures, policies, and training materials.
• Serve as a communication link for the Mayor’s Office and other designated department contacts.
• Train Citizen Contact Agents on computer use, system operations, internal processes, City structure, and geographic service areas.
• Carry out performance reviews, quality audits, and monitoring; analyze results and prepare reports; and implement improvement plans.
• Use strong written English skills, including spelling, grammar, sentence structure, and composition.
• Maintain databases such as FAQs, phone directories, and staff contact lists, and organize data for special projects or quality control purposes.
• Respond to system error messages by troubleshooting issues, stopping faulty programs when required, monitoring equipment problems, and contacting technical support when necessary.
• Be available for on-call duty during emergency situations when needed.

Supplemental Functions

• Collect information needed for different reports.
• Perform basic maintenance on communications equipment and keep issued equipment and manuals in good condition.
• Carry out other related duties as assigned.

Working Conditions

The role is based in an office setting with regular exposure to computer screens. Duties may require prolonged periods of sitting or standing.

Additional Requirements

A valid New Mexico Driver’s License is required, or the ability to obtain one by the hire date. The selected candidate must also obtain a City Operator’s Permit (COP) within 6 months of starting.

Education and Experience

A bachelor’s degree from an accredited college or university in public administration or business administration is required. Equivalent education and experience may be considered on a year-for-year basis.

The role also requires 4 years of telecommunications experience in a high-volume call center or contact center, including 2 years in a supervisory role.