Manager (Phone Center)

JOB SUMMARY

Under general direction, the purpose of the position is to manage the operations of an assigned functional area. Employees in this classification are responsible for administrative and operational functions for clerical, technical and professional activities and ensuring adherence to and compliance with established Federal, State, and local regulatory standards governing the assigned department. This position evaluates and monitors workflow and productivity to establish and ensure effective operations and efficient resource allocation. Employees are responsible for interpretation, application, and adherence to statutes, rules, policies, administrative orders and procedures; fiscal functions including budgeting, collections, reconciliation, and cashiering; statewide mandated and statutorily required reporting functions and performance measure reports; managing projects including new system implementations, system enhancements/upgrades and associated system training and testing at the department level; human resources functions including hiring, performance management, employee training and development, disciplinary actions, and general employee relations.

STARTING SALARY: $28.82 hourly/ $59,945.60 annually

CORE COMPETENCIES

• Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

• Knowledge of English grammar, spelling, arithmetic, and legal terminology.
• Knowledge of the functions, services, procedures and regulations of the assigned area and the ability to perform related specialized tasks.
• Knowledge of and ability to implement policies and procedures related to records maintenance, retention and destruction.
• Knowledge of budgetary procedures and controls.
• Knowledge of and ability to apply management principles.
• Skill in basic project management and ability to multitask on projects while achieving goals.
• Knowledge of and ability to interpret the laws, rules, Statutes, and regulations governing the Clerk’s Office.
• Ability to use initiative and exercise sound judgment.
• Ability to use various computer systems, software, and office equipment.
• Ability to support, promote, and ensure alignment with the Clerk’s Strategic plan, goals, and vision.
• Ability to effectively recruit, select, develop, retain, coach, counsel, and mentor competent staff.
• Ability to demonstrate excellent communications skills to present oral and written comments and recommendations clearly and concisely and to interact with staff at all organizational levels and the public.
• Ability to create solutions to problems using new methods and processes.
• Ability to prepare and maintain records and reports.
• Ability to schedule, assign, monitor, review and evaluate the work of others.
• Ability to serve as a strong team player demonstrating leadership skills and maintaining a positive work environment.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Manages the day-to-day operations of the functional area assigned and coordinates and administers assigned programs and resources.
• Reviews and acts on administrative and operational matters.
• Assists with developing work standards and guidelines and implementing goals, objectives, policies, and procedures for assigned area, including providing guidance, training and motivation to assigned staff and evaluating performance and initiating corrective action as needed, including termination.
• Evaluates workflow and productivity of staff under charge via statistical and other tracking models.
• Assists with assessing staffing needs and identifying shortfalls and developing and maintaining an effective department/area through proper selection, training, and assignment of personnel.
• Maintains working relationships with, and provides feedback to, other departments, agencies, and stakeholders to ensure efficient flow of communications and services.
• Assists with creating, monitoring, and updating the departmental budget but has no direct budget approval responsibility.
• Ensures proper use and custody of Clerk’s assets.
• Supervise subordinate staff, monitor work performance, and assist with day-to-day problems and personnel counseling.
• Performs personnel management duties (i.e. supervising, training, hiring, disciplinary action, counseling, performance evaluations, recommending transfer, promotion and employee separation.
• Assist with the design and update of departmental procedures for efficient and effective operations; advises staff of new and updated procedures and assists in the implementation of such.
• Provides recommendations for modifications to current business processes; establishes and ensures implementation.
• Monitors workflow, data accuracy, and overall quality of work, assuring processes and procedures are accomplished according to established guidelines and prepares and maintains statistical reports; develops, implements, and enhances controls, reports, and systems for reviewing tasks, procedures for assuring compliance and organizational efficiency and effectiveness.
• Assists with defining, compiling, and evaluating the performance measures and outputs of the department/area.
• Assists with establishing goals, objectives, and timetables in accordance with statutes, rules, and governing authorities and that support, promote, and ensure alignment with the Clerk’s Strategic plan, goals, and vision.
• Assists with the review of current and revised laws, ensure compliance, and recommend new procedures and methods for implementation.
• Participates in projects and initiatives regarding planning, implementation, testing, and operational evaluation of new/modified automated processing and data management systems; conducts other special projects as assigned.
• Provides oversight and direction in response to inquiries from the public, other departments/agencies, and stakeholders.
• Attend seminars and trainings to keep current with technological advances and to obtain knowledge and insight into current trends, legal duties, and requirements relevant to the functional area assigned.
• Performs other duties as needed, including those performed by subordinate staff. 

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS 

Associates Degree and five (5) years of recent and relevant work experience, including performing personnel management duties (i.e. supervising, training, hiring, disciplinary action, counseling, performance evaluations, recommending transfer, promotion and employee separation) or an equivalent combination of education, training and experience that would reasonably be expected to provide the job-specific competencies noted above.

Please note that although a degree is preferred for this position, equivalent direct experience is also acceptable.

If you are substituting equivalent direct experience, it should be an appropriate combination of education, training, and direct experience that would reasonably provide the job-specific competencies mentioned above.

To complete your application, please attach a copy of your academic transcripts, diploma, or certifications showing that you have attained the minimum qualifications unless you are substituting equivalent direct experience for educational requirements.

The direct experience substitutions for a degree requirement must meet the following standards:

• Two years of direct experience for an Associate’s Degree
• Four years of direct experience for a Bachelor’s Degree
• Six years of direct experience for a Master’s Degree
• Seven years of direct experience for a Professional Degree
• Nine years of direct experience for a Doctoral Degree

Education substitution for experience:

If you are substituting education for the equivalent experience, it should be an appropriate combination of education and training that would reasonably provide the job-specific competencies mentioned above.

The education substitutions for the experience requirement must meet the following standards:

• Associate’s Degree for two years of direct experience
• Bachelor’s Degree for four years of direct experience
• Master’s Degree for six years of direct experience
• Professional Degree for seven years of direct experience
• Doctoral Degree for nine years of direct experience

PHYSICAL DEMANDS

The work is sedentary and requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects; may also require crouching, manual dexterity, hearing, kneeling, lifting, pulling, pushing, reaching, repetitive motion, speaking, standing, stooping, talking, visual acuity, and walking.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires sensitivity and responsiveness to changes that include goals, priorities, and needs of the organization and position. This position is fully on-site and requires regular presence in the office. 

JOB CLASS

Unclassified – At-will Employees who serve at the pleasure of the Clerk and do not have appeal rights should they be demoted, suspended, or terminated.

CAREER PATH

• Manager
• Director Phone Center and Child Support
• Chief of Civil Courts

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.