City of Albuquerque

Position Summary

Manage, oversee, and ensure efficient call center operations providing city-wide services; manage team of call center staff; coordinate, facilitate, and provide training with call center personnel for implementation and software configuration, new business processes, customer service skills, government service requests and call center software; design, prepare, and carry out training plans within the division. Provide support functions related to workforce management, outreach coordination, process, and web coordination.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelor's degree in business administration, psychology, education or a related field; and

Five (5) years of professional experience in operations, process analysis and/or training in a call center environment.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Driver's License, or ability to obtain by date of hire.

Possession of a City Operator's Permit (COP) within 6 months from date of hire.

Preferred Knowledge

• Operations, services and activities of a comprehensive call center program
• Application and implementation of call center technology solutions
• Call center best practices for providing various inbound and outbound services
• Principles and practices of program development and administration
• Instructional systems design strategies and techniques
• Principles and practices of program evaluation
• Principles and practices of employee development
• Principles and practices of adult learning
• Principles of supervision, training and performance evaluation
• Pertinent Federal, State and local laws, codes and regulations
• Methods and techniques of software application training

Preferred Skills & Abilities

• Apply call center best practices, business and managerial knowledge in an effective and professional manner
• Design, coordinate and conduct user training education and problem-solving sessions
• Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals
• Research, analyze and evaluate new service delivery methods and techniques
• Use MS Word, Excel & PowerPoint at intermediate level of proficiency
• Provide clear, concise and effective communication
• Foster positive work and team dynamics
• Select, train and evaluate staff
• Identify and respond to sensitive community and organizational issues, concerns and needs
• Perform the essential function of the job with or without reasonable accommodation

Total Rewards. Total You.

The City of Albuquerque takes pride in offering our employees one of the most attractive Total Rewards packages in New Mexico. In addition to competitive salaries, the City provides benefit options for health, pharmacy, dental, vision, life, disability, and much more. The City also has pre-tax savings plans for healthcare, childcare, and parking. Employees participate in the state’s public retirement system (PERA), with the City paying up to 75 percent of the employee’s contribution. That’s higher than any other contribution rate in the state of New Mexico!

Paid holidays? Check

Paid parental leave? Check

Paid birthdays off? Check

Vacation and sick leave starting Day 1? Check and check

Our people matter and we prioritize physical, mental, and financial wellbeing. With resources such as onsite and mobile medical clinics, an employee assistance program that encourages work-life balance, and tuition assistance and professional development pathways, the City is committed to equipping our employees with tools to better their lives and grow their careers while serving their community.

Total Rewards — City of Albuquerque

Fire Department

Albuquerque Police Department