Animal Services Supervisor Call Center

• Hire onboard and provide guidance on customer service challenges and escalations.
• Prepare work schedules and maintain adequate coverage while evaluating staff performance annually and as needed.
• Analyze Call Center data maintain workload statistics andprepare management reports.
• Coach Call Center staff and develop call-flow scripts for various scenarios.
• Manage timely and accurate community email correspondence.
• Maintain positive working relationships with other Animal Services divisions.
• Enter licensing spay/neuter surgery microchips vaccines adoptions foster logs transfers and release information into database.
• May direct the operation of an animal shelters marketing efforts to encourage redemptions and adoptions of animals.
• Plan and participate in departmental training programs for assigned staff; conduct courses and evaluate employee achievements and course effectiveness.
• Counsel AS Call Center employees in an attempt to resolve grievances and when necessary recommend disciplinary action.
• Recommend changes and improvements in existing programs and procedures; assist with the preparation of the annual budget recommending and justifying adjustments in personnel and equipment.
• Interpret ordinances statutes regulations and policies to the staff and general public while providing technical assistance in the resolution of difficult field investigations; prepare case files and assemble necessary documentation; may submit and discuss cases with the Animal Services Chief Deputy Director and legal counsel as appropriate.
• Promote animal control services by community relations with civic governmental and private groups; assist the Community Outreach and Education Division; coordinate educational programs with schools law enforcement agencies media and other groups; work cooperatively with other law enforcement groups when joint action is required.
• Prepare correspondence concerning the Call Center.
• Review reports and other written materials composed by the staff; conduct and attend various supervisory meetings and conferences with management.
• May on occasion repair minor shelter facilities and maintenance issues; contact Facilities for work orders and equipment requests.
• Working phone shifts at the discharge and reception desks.
• May assist the Animal Services Chief with the planning and development of the Animal Care Program by identifying objectives of animal regulations preparing policies and standard procedures and developing overall goals.
• May act as the Animal Services Chief in the event of his or her absence.

OPTION I
Education
Graduation from high school or attainment of a satisfactory score on a G.E.D. test. (An associates degree or completion of 60 semester or 90 quarter units from an accredited college or university preferably with course work in animal husbandry or a closely related field is preferred.)

Experience
Two years of experience in a high-volume Call Center AND at least one year in a lead or supervisory role within a public or nonprofit animal control program or a closely related animal care field (e.g. veterinary office animal grooming facility or animal board and kennel facility) both of which must have included responsibility for the caring impounding and disposing of animals.

OPTION II
Education
Completion of 60 semester or 90 quarter units from an accredited college or university preferably with course work in secretarial sciences office practices business education or a closely related field to the assignment.

Experience
Three years of clerical experience of which two years must have been in a high-volume Call Center.

License

Possession of a valid California Drivers License may be required.

This recruitment is open to all applicants.

For questions regarding this recruitment:
Contact Richard Griego at or

APPLICATION INFORMATION

Veterans Preference
The County has a Veterans Preference Policy applicable to new hires. To qualify upload a copy of your (or your spouses) Member-4 Form DD-214 indicating dates of service and a copy of your spouses letter of disability (if applicable) with your application. For privacy reasons it is recommended that you remove your social security information from the document(s). A Human Resources Representative will review the materials and determine if you qualify for veterans Veterans Preference Policy C-3 is available here: Accommodations
The County of Riverside is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter for the position noted above. For additional information and/or to obtain the appropriate form for requesting a reasonable accommodation please visit the Disability Access Office web page located at: of Education
If using education to qualify or when requested by the recruiter upload a copy of any license(s) official/unofficial transcript(s) degrees and/or related employment documents to your NeoGov account at the time of application and before the closing date. Official or unofficial transcripts will be accepted.

If your education was completed outside of the United States you will need to provide a copy of your Foreign Education Equivalency evaluation from a member of the National Association of Credential Evaluation Services (NACES) or Association of International Credential Evaluators Inc. (AICE).

Work Authorization Requirement
Applicants must be legally authorized to work in the United States at the time of application. The County of Riverside does not participate in visa sponsorship programs including H1-B visas and will not provide sponsorship for any employment-based visas.

Equal Opportunity Employer
The County of Riverside is an Equal Opportunity Employer. It is the policy of the County of Riverside to provide equal employment opportunities for all qualified persons. All applicants will be considered without regard to race color religion sex national origin age disability sexual orientation gender gender identity gender expression marital status ancestry medical condition (cancer and genetic characteristics) genetic information or denial of medical and family care leave or any other non-job-related factors.

Pre-Employment
All employment offers are contingent upon successful completion of pre-employment requirements including a criminal background investigation which involves fingerprinting. (A felony or misdemeanor conviction may disqualify the applicant from County employment). A pre-employment physical examination and background check may be required.

Probationary Period
As an Approved Local Merit System all County of Riverside employees except those serving At Will are subject to the probationary period provisions as specified in the applicable Memorandum of Understanding County Resolution or Salary Ordinance. Temporary and Per Diem employees serve at the pleasure of the agency/department head.

General Information
Current County of Riverside and/or current employees of the hiring department may receive priority consideration. Qualified candidates may be considered for future County vacancies.

Job postings may close without notice based on application volume. Submit your complete application by the recruitment close date; no late applications are accepted. Ensure all relevant experience/education is reflected on your application/resume as a failure to demonstrate position requirements may disqualify applicants. A description of job duties directly copied from the job classification or job posting will not be considered.

Please read and follow any special application instructions on this posting. Click the Apply link located on this page to submit your application. For additional instructions on the application process examinations Veterans preference pre-employment accommodation or other employment questions please refer to our web site .

If you are experiencing technical problems you may contact the applicant support desk Monday through Friday 6 am to 5 pm Pacific Time at or toll-free 1-.