Assistant Director of 311 Operations

Alexandria, VA
$92,307.80 - $167,264.98 Annually
Jul 18, 2019
Jul 22, 2019
Full Time
Assistant Director of 311 Operations

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.


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.

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