Citizen Services Supervisor

AI Summary

Job Description

Supervise a team by conducting meetings, performing quality audits, and generating reports to monitor performance and identify areas for improvement. Develop and deliver training for new and existing team members. Handle escalated customer issues, monitor metrics and SLAs, and facilitate communication between customers, team members, and other departments. Implement solutions to enhance efficiency, reduce costs, and improve customer satisfaction.

Hard Requirements

• Conduct one-on-one and team meetings
• Perform quality audits and generate reports
• Develop and deliver training
• Handle escalated customer issues
• Monitor metrics and service level agreements (SLAs)
• Facilitate communication between customers, team members, and other departments
• Identify and implement solutions for customer-related issues
• Ensure alignment with Business Requirements and company standards
• Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction

Soft Requirements

• Own It: focus on high performance and drive toward breakthrough outcomes
• Do What’s Right: champion integrity and good character
• Choose Courage Over Comfort: lean into conversations, decisions and actions that move the business forward
• Win Together: believe in growing and inspiring people together