Responsible for managing the Call Center, Walk-In Center/Business Support and Payment Center divisions within the Customer Service Department, which are responsible for over 500,000 customer contacts annually and the processing of over $280 million in Utility payments for the City of Garland. Also, responsible for providing goals, strategies, short and long term planning, policies, budget management and suggesting recommendations to management regarding the means of accomplishing City goals and enhancing service provided to the City’s utility customers.
Number of Direct Reports (include titles): 1-Supervisor Call Center, 1-Supervisor Customer Service, 1-Supervisor Payment Center
Number of Indirect Reports (include titles): 2-Contact Center Representative II, 22-Contact Center Representative I, 4- Lead Contact Center Representative, 2-Payment Center Representative II, 8-Payment Center Representative I
Knowledge, Skills & Abilities: