Call Center Lead Deputy - Trainer
Call Center Lead Deputy - Trainer
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Job Description
Position Description
Job Summary:
Harris County Tax Assessor-Collectors Office is seeking a dedicated detail-oriented and customer-focused Call Center Lead Deputy-Trainer to join our team.
The Call Center Lead Deputy-Trainer will lead dynamic and engaging training sessions for both new and existing call center deputy specialists while continuously assessing deputy performance. Provide constructive feedback monitor trainee progress and identify opportunities for improvement to enhance overall performance.
About the Tax Assessor-Collector:
The Harris County Tax Assessor-Collectors Office plays a crucial role in ensuring the proper administration of tax laws and delivering vital services to the community. The office plays a key role in local government handling various financial and administrative tasks including:- Property Tax Collection: Assess and collect property taxes for all eligible commercial and residential property owners and entities. Calculate property taxes based on appraised values and ensure collection and distribution to the appropriate entities.
- Motor Vehicle Services: Manage commercial and residential vehicle registration issue license plates and handle vehicle title transfers including the collection of associated fees.
- Voter Registration: Oversee voter registration within the county issue voter registration certificates and maintain an accurate voter registration roll.
- Additional Revenue Collection: Collecting certain fees fines and revenues related to permits or state mandates depending on the countys needs.
Job Duties and Responsibilities:
- Facilitate six (6) weeks of formal and technical training to all new call center employees
- Facilitate cross-training refresher training and one-on-one coaching to experienced call center employees
- Provide a positive and supportive learning environment where trainees feel comfortable asking questions and participating actively.
- Provide feedback to the management team on the progress of trainees
- Answering incoming calls from customers providing information resolving issues and addressing complaints while offering the best customer service experience possible
- Managing customer relationships by maintaining positive interactions and building rapport with customers
- Assist customers by managing communications through email mail and fax ensuring timely and accurate correspondence.
Harris County is an Equal Opportunity EmployerRequirements
Education and Experience:
- High school diploma or GED equivalent from an accredited U.S. institution
- A Minimum of (2) years of call center/ customer service experience
- Must have experience training and/or facilitating adult learners
Knowledge Skills & Abilities:
- Training Methods: Knowledge of adult learning principles and effective training techniques for diverse learning styles.
- Product and Service Expertise: Deep understanding of company offerings to deliver accurate training.
- Training Program Design: Ability to develop and implement training materials and resources.
- Performance Assessment: Skill in evaluating trainee performance and providing constructive feedback.
- Call Center Operations: Understanding of call center workflows technologies and best practices.
- Customer Service Standards: Expertise in teaching customer service excellence and support techniques.
- Communication Skills: Strong verbal and written communication for effective training delivery with strong interpersonal and active listening skills.
- Conflict Resolution and Coaching: Ability to address performance issues and provide supportive coaching.
- Quality Assurance: Knowledge of performance metrics and quality control measures.
- Technology Proficiency: Familiarity with training software LMS and call center tools.
- Feedback and Improvement: Ability to gather and use feedback to enhance training programs.
- Leadership: Strong leadership and collaboration skills to motivate and guide trainees.
- Compliance Knowledge: Understanding of relevant laws and policies affecting training.
- Leadership qualities
- Quality assurance expertise
NOTE:Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentationbutONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.
General Information
Work Environment and Physical Demands:
- Typically an office environment with adequate lighting and ventilation and a normal range of temperature and noise level
- Minor physical effort required which may involve long periods of standing walking bending reaching stretching climbing lifting less than 30 lbs. or similar activities (e.g. filing delivering sorting)
- May require attendance at outside training seminars and/or conferences.
- Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
- A frequent volume of work and deadlines impose strain on a routine basis
- Regular application of basic skills (calculator keyboard hand tools eye/hand coordination)
Position Type and Typical Hours of Work:
- Monday-Friday 7:45 am - 4:45 pm; subject to overtime and weekend
Work Location
- 1001 Preston St Houston TX 77002
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Employment Type
Full-Time
