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OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → SUPERVISOR, ERSCENTER CALL CENTER & TRANSACTION UNIT
Sorted by job title: A - C | D - H | I - Q | R - Z
EXAMPLES OF DUTIES AND RESPONSIBILITIES:
Provides day-to-day management of workload and distribution to call center staff.Monitors quality of responses provided to inquiries and determines additional information or other requirements.Supervises transaction team supervisor and payroll processing team leader.Monitors to ensure processing deadlines are met. Ensures accuracy of data. Monitors calculations to maintain adherence to standards and procedures. Takes steps to correct problems, and to avoid delays and inaccuracies. Ensures processing is completed satisfactorily based on published schedules.Identifies common issues and errors and work collegially within and across the organization to develop long term resolutionsImplements systems to track performance, monitor telephone volume and wait times, and improve productivity and customer serviceSupports and coaches employees¿ development to continually improve customer serviceWorks with staff to develop career goals and progression opportunities.Identifies communications needs and works collaboratively with others to produce departmental, employee and retiree communications materials. Ensures that annual and other communications requirements are met. Prepares and reviews communications materials.Identifies functional system needs and issues and works with ERSC leaders to implement and test system enhancements and upgrades as a functional expert.Ensures timely preparation of required reports, estimates and regulatory filings.Uses performance measures to identify opportunities for reengineering of processes.Identifies processes and works with other ERSC leaders to reengineer processes to increase departmental efficiency and accuracy.Trains staff and others as appropriate.Works closely with other ERSC leaders to implement changes to compensation and benefits programs to comply with negotiated agreements, changes in benefits plans, regulatory and other requirements.Works closely with a wide variety of individuals throughout the system to ensure customer service is continually improved and to resolve issues affecting employees.
This description may be changed at any time.