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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50686706 |
Description Activated On: 11/6/2025 12:58:10 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Under the general supervision of a manager, supervises clerical personnel who operate the Bureau’s call center. Assigns and reviews work of clerical employees. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Supervises call center functions in support of overall Bureau operations. Serves as direct supervisor of the BPOA call center staff. Handles all day-to-day operations of the call center, including coordinating phone coverage, staff scheduling, conducting staff meetings, employee performance management, training new staff, and conducting ongoing staff refreshment training. Plans and organizes BPOA call center staff workflow in the ticketing system for distribution of information to BPOA staff. Responds to tickets from applicants and licensees. Supervises the overall call center functionality and business process, including call monitoring, preparing detailed monthly reports on call center performance and call volumes, creating and conducting staff training, conducting refresher training, maintain the call center system platform, maintaining the current call center business process and troubleshooting any technical issues with platform functionality. In conjunction with management, develops and implements clerical business processes to meet enhancements in electronic systems, including the phone systems. Independently resolves problems with other staff. Tactfully and promptly responds to inquiries from the public and other agencies. Serves as a resource for Board related information, laws, regulations, and policies. Supervises clerical staff in the review of completed work and recommends appropriate corrective action when necessary. Trains new clerical staff and oversees training clerical on new procedures. Completes CA2’s assessments during training. Serves as liaison with the Telecommunication team on all issues and maintenance related to the call center platform and phone system. Reports issues and works to resolve issues to ensure essential and critical functionality of the call center systems. Suggest modifications to the menu, prompts, and scripting. Serves as a second level contact for public inquiries via the call center. Directs call center staff on appropriate call management and determines when calls require escalation or special handling. Communicates with telephone vendors and information technology (IT) staff as needed on IT and phone equipment needs. Adheres to Quality Assurance Standards. Performs other related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Work is assigned based on operating procedures. Work is reviewed from daily reports and regular monitoring of work. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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