Call Center Supervisor (Management Analyst II)

Join the Park Authority and our nationally recognized team of professionals! This position works as a part of one of the most highly regarded park systems in the country. With more than 25,000 acres of parkland, nine Rec Centers, eight golf courses, three lakefront parks, and more, FCPA is an exciting organization to be a part of and there are many opportunities for staff to make a difference at every level. 

This position is responsible for the division's must-answer lines, receives customer concerns, and determines appropriate action. Resolves issues or refers to proper group and follows up to ensure satisfaction. Interprets and conveys park policies and procedures on park use to the public. Act as liaison with mandated partners. Coordinates efforts for services between other local agencies such as CSB, NCS and Therapeutic Services. Communicates and interacts with other divisions to facilitate customer problem solving. Maintains an in-depth knowledge of the Park Authority, Fairfax County, and metropolitan area leisure services and programs. Oversite of the agency's customer service programs to ensure a high level of customer service across all agency lines of business. Acts as department liaison for the Partakes Magazine Review and Planning Committee. Manages processes for employees to interpret brochures, advertisements, instructions for completing forms. Works with various county agencies for collaboration on interagency pass and class sales. Manages the development and implementation of community outreach plans to target underserved populations and to increase overall program participation. Refers inquiries for public assistance to appropriate county agencies. Acts as the Park Authority liaison for the county’s LiveWell program. Responsible for the communication of corporate membership accounts for all Park Authority Rec Centers. Serves as the primary point of contact for the division employees. This position will have extensive knowledge in all areas of division-wide services and programs. Responsible for the department that responds directly to a high volume of customer requests for information, complaints, and resolution. Individual is responsible for the supervision and training for the unit's call center staff, and operation of various office equipment and trains staff in the use of standard office equipment.

Note: The assigned functional areas of this position are Customer Service, Administration, Call Center Supervision, Training, and Database Maintenance.(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.) 

• Performs a wide range of professional work in multiple administration functions within an organizational unit including analysis and project management;
• May supervise administrative and paraprofessional staff;
• Performs a variety of technical and professional work related to monitoring and reporting on departmental business processes, activities, and outcomes;
• Plans, develops, and implements comprehensive communication and education plans on programs and services for both county agencies and community organizations;
• Assists with developing and conducting special studies and research initiatives, by designing survey instruments, gathering data and information from department staff, developing data analysis tools, conducting statistical analyses, initiating literature reviews, etc.;
• Conducts analysis and reporting of quantitative and qualitative data in order to track and monitor various business process indicators;
• Serves as the point-person and liaison within the department and with central county departments regarding a designated program and functional areas of responsibility;
• Prepares reports and presentations of analysis and findings.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Knowledge of the mission, goals and objectives of the organizational unit, program or activities to which incumbent is assigned;
• Knowledge of the principles, practices, and techniques relating to various functional areas of business operation (e.g., personnel, budgeting and financial management, contract administration and management);
• Knowledge of the principles, practices and techniques governing management, organization, operations and programmatic services;
• Ability to identify and describe a range of possible solutions for solving business problems;
• Ability to apply research methods to design studies and assessments, and statistical analysis techniques to identify patterns and trends in data;
• Ability to use word processing and presentation software to prepare documents, and to use spreadsheet and statistical analysis software packages to store, manipulate, analyze and present data;
• Ability to train, lead, and/or supervise paraprofessional staff.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to") Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus, two years of professional work experience within the functional area.

CERTIFICATES AND LICENSES REQUIRED:
Driver's License (Required)

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and driving record check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS: 

• Demonstrated abilities in management operations; financial and resource management; annual and long-range planning; personnel management; community outreach; and leadership. 
• Knowledge of and ability to ensure compliance with local, state, and federal regulations as applicable to the area of management.

PHYSICAL REQUIREMENTS:
Sedentary with walking and lifting less than 10 pounds. All duties may be performed with or without reasonable accommodations.
        
SELECTION PROCEDURE:
Panel interview; may include exercise.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity. 

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.  
                
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. [email protected]. EEO/AA/TTY.
   
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