Job Location: - The office for this position is located at the Harry S. Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.
- Candidates who complete a successful onboarding and training period may be eligible to work at an alternate location in compliance with OA-ITSD's Distributed Workforce Plan.
Why you’ll love this position:
This is a supervisory position accountable for overseeing a team providing customer service to the Citizens of Missouri. Leading a call center that will be supporting citizens and businesses with registration issues within the Citizen Portal, answering questions and resolving issues through live chats and phone calls. The primary focus is on understanding the issues to be resolved and escalating issues to a higher level of support as warranted.
This position is with the Office of Administration, Information Technology Services Division (OA-ITSD).
ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity United as #OneTeam.
- Manage, train, engage, and evaluate staff to deliver quality customer service.
- Assist in developing training plans and training for all team members.
- Communicate professionally with citizens via telephone, email, or live chat.
- Meet with other supervisory staff to discuss and take action to manage workflow.
- Analyze statistics or other data to determine the level of production of work received/processed and confirm accuracy.
- Help develop procedures, policies, and standards, Prepare all necessary section reports.
- Maintain customer satisfaction by providing problem-solving resources and ways to improve the citizen's experience.
- Improves quality by analyzing, re-designing processes, establishing, and communicating service metrics, and monitoring.
- Use independent critical thinking in daily tasks.
- Knowledge of Call Centers and familiarity with Genesys Cloud Services.
- Knowledge of state government or previous experience within the state departments.
- Knowledge and understanding of office automation, office systems operating environments, and/or communication devices.
- Ability to communicate with citizens in a professional and user-friendly manner.
- Attention to detail with the ability to triage issues.
- Basic troubleshooting skills.
- Ability to document issues and follow technical instructions.
- Ability to prioritize and handle multiple priorities simultaneously.
- Successful background check results are required for employment in this position. This may include background checks involving a candidate’s name and/or fingerprints and other screenings as needed for the specific position.
Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant. Minimum Qualifications: (if specified in Job Requisition)The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .
