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Assistant Director of 311 Operations

Employer
City Of Alexandria Virginia
Location
Alexandria, VA
Salary
$92,307.80 - $167,264.98 Annually
Closing date
Jul 22, 2019

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Job Details

Assistant Director of 311 Operations

Overview
The City of Alexandria is seeking someone to serve as the Assistant Director of Operations, to plans, organize, manage and direct the supervision of the day-to-day operations of the Customer Service Call Center (311). 311 is a non-emergency center that will provide a single point of contact for City residents, business owners and visitors that will deliver timely, accurate and easily accessible solutions to Citywide problems and enhance the customer service experience. The Assistant Director of 311 Operations will monitor the performance of the customer service agents within the division to promote a high standard of service to the community. This work will involve reviewing, analyzing, developing, recommending and implementing effective standard operating procedures. This role will conduct ongoing evaluation of the programs implemented, overseeing quality control and coordination to bring quality control issues to resolution. This position reports to the Director of Emergency Communications.

Examples of Work
  • Plans, organizes, manages and directs the operations of the 311 Customer Service Call Center (311). Develops and ensures implementation of 311 work plans, operational procedures and performance goals;
  • Oversees and manages the staffing of 311, including recruiting, developing, training, mentoring and managing performance of senior level customer service agents in their supervision of subordinate staff;
  • Exercises decision-making authority related to 311's daily operations, ensuring prompt and timely response and resolution, while escalating issues that require a higher level of authority to the Director;
  • Reviews analysis and recommendations presented by staff regarding call volume, requests, customer feedback and trends;
  • Prepares and presents findings to higher level department management for inclusion in various reports, such as city statistical requests. Advises department leadership of necessary enhancements and modifications to the internal standards of operation;
  • Reviews and interprets applicable laws, regulations, policies and procedures pertinent to their organizational unit.

The Ideal Candidate
To be considered minimally qualified all candidates must have a bachelor's degree; five years of experience, two years of which are in a supervisory capacity; or an equivalent combination of education, experience and training which provides the required knowledge, skills and abilities.

The ideal candidate will have all the above as well as at least five (5) years of experience in call center operations management; at least five (5) years of experience working in a fast-paced, high-stress environment; and at least two (2) years of experience in talent staffing and management.

About the Department
The Department of Emergency Communications (DEC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve. Alexandria's 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria's 9-1-1 center is one of only eight in Virginia, to hold such accreditation.

Notes

This position requires the successful completion of pre-employment checks and medical testing including but not limited to a criminal history records check, fingerprinting, drug screening, vision and hearing exam, psychological testing.

Company

The City of Alexandria is an award-winning, innovative, and progressive local government that brings together elected leaders, residents, businesses, and staff to foster a thriving community.  We are an independent, full-service city, providing the services typically operated by both counties and cities in areas such as public safety, transportation, human services, parks and recreation, planning, and administration. We offer a wide range of exciting career opportunities in a variety of fields, with the resources and expertise to succeed.  In Alexandria, employees are our most important asset, and we work hard to create and support a culture that delivers excellence through the shared values of respect, integrity, teamwork and continuous improvement.

Our employees have access to excellent medical, dental, vision, life insurance and other benefits.  Alexandria provides a defined-benefit pension and offers six weeks of paid parental leave to employees who become parents through birth, adoption or foster care.

We offer a robust wellness program, interdepartmental rotation program, tuition assistance funding and professional development program that helps employees obtain the knowledge, skills, qualifications and experience to enhance their professional and personal growth.

With a population of approximately 160,000 and a land area of 16 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Located on the Potomac River across from Washington, D.C., Alexandria is known for its beautifully preserved 18th- and 19th-century architecture, charming waterfront, high-tech economy, vibrant retail and restaurant corridors and diverse neighborhoods. We are a unique and historic community, and we continue to innovate for the 21st century.

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