St. Petersburg College

POSITION DESCRIPTION

POSITION TITLE: Supervisor, FAS Call Center

DEPARTMENT: Information Systems SITE: HEC

SALARY SCHEDULE: Technical GRADE: 2

BASIC FUNCTION:

Directs the operations and personnel of the FAS Call Center that provides services to all College departments and SPC students.

RESPONSIBILITIES:

• Supervises and oversees the FAS Call Center operations. Responsible for providing ongoing training to staff to provide superior customer service.
• Answers and monitors incoming calls to FAS Call Center specialists and oversees and responds to student E-mail.
• Establishes work schedules that provide adequate coverage for working hours and peak processing times.
• Responsible for functionality and maintenance of the FAS Call Center database. Responsible for developing and monitoring statistical reports to ensure the FAS Call Center is providing superior customer service.
• Hires, trains, and monitors the performance of student workers who work in the FAS Call Center.
• Maintains control of supplies, data files, and computer equipment in the FAS Call Center area,
• Performs additional tasks to exceed user expectations and promote a pleasant and productive work environment.
• Performs related duties as required.

EDUCATIONAL REQUIREMENTS:

Associate’s degree or related experience.

EXPERIENCE REQUIREMENTS:

Three (3) years experience serving in a customer service role, including two (2) years experience supporting desktop computer systems using Window operating systems and other software applications, including MS Office Suite.

KNOWLEDGE/ABILITIES/SKILL REQUIREMENTS:

Customer service skills. Knowledge of college technology systems. Must be able to work in fast paced environment and maintain pleasant and professional manner under pressure.

New: 10/09 GC