Animal Shelter Call Center Supervisor

Posting Date

Application Deadline

Pay Range

Job Type

Department

About the Position

Are you a customer service expert Do you have proven leadership experience Perfect! We want YOU to be our next Animal Shelter Call Center Supervisor!

You will work in a fast-paced high-volume environment and will provide support to our dedicated team of customer service professionals. You will manage staff performance provide ongoing training manage employee relations and handle complex escalated issues. The daily interactions you will have with the Department teams and customers will directly affect the community and animals we serve.

This position is eligible for hybrid flexibility after a brief training period.

About Us

Maricopa County Animal Care & Control employees are committed to animal welfare and strengthening the human-animal bond in our community and we are always looking to add talented individuals to our team either at our West or East Valley Animal Care Centers. As one of the nations largest open-admission shelters we work with our community to serve the animals and people of Maricopa County. Our adoptions shelter clinic and animal services officer teams learn first-hand about proper care of homeless and stray animals and work hard to help find them new homes.

Proud to Offer

• Work with a greater purpose

• Tuition reimbursement

• Exceptional work-life balance

• Opportunities for growth and development within Maricopa County

• Low-cost high-value healthcare for you and your qualifying dependents

• Child care benefits including access to our on-site center Maricopa County Kids Club dedicated to serving Maricopa County families exclusively

• Paid vacation sick time and parental leave

• Extensive wellness program including healthcare premium discounts

• Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12% monthly contribution rate and includes a 100% employer match on Day 1

• Learn more at Work With Us Maricopa County AZ

We Require

• Three years of experience in a Customer Service Environment including two years of experience as a supervisor or lead

• High School Diploma or GED

We Also Value

• Additional years of supervisory experience

• Bilingual speaking skills in Spanish and English

Job Contributions

• Oversee the call center and tracking of all metrics to ensure standards are being maintained

• Hire train and review the performance of the Call Center team including employee development

• Audit employee calls to ensure best practices policies and guidelines are being followed

• Handle escalated complex and potentially sensitive requests to the public in person and over the phone

• Ensure accurate and timely data entry into Chameleon updating information regarding animals or persons

• Generate bite and rabies exposure reports detailing the information received from the caller in the database and following up as necessary

• Assist with oversight of the dispatch team for calls

• When necessary assist staff with answering phone calls and working on administrative duties

• Recommend changes to policies and procedures to increase efficiencies

Working Conditions

• You must be flexible and able to work all shifts working weekends and holidays. Employees can beassignedto any shift with any combination of days off determined by the Departments needs

• Work is performed in an animal shelter where workers are exposed to extreme and varying temperatures excessive noise dogs and cats with unknown temperaments or behaviors animal waste and fluids deceased animals cleaning chemicals and zoonotic diseases

• Must be able to lift up to 20 lbs. occasionally 10 lbs. frequently or negligible amounts constantly

• Requires walking or standing to a significant degree

Selection Procedure

• Only the most qualified candidates will be considered

• Consideration will only be given to candidates who submit online applications

• Candidates will be contacted primarily through email and their Workday online application profile

• Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy including drug and alcohol testing requirements for positions designated as safety-sensitive

Maricopa County is an equal opportunity employer.

Apply Now!