Supervisor, Call Center

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The Natural History Museum of Los Angeles County is seeking a Supervisor for our Guest Relations Call Center. This position is responsible for supervising staff responsible for answering customer service requests over the phone or email. Primary responsibilities include supervising staff in the Call Center, resolving complaints and general guest relations functions.

Responsibilities for this position include, but are not limited to:
  • Communicates the strategic goals to direct reports and helps them understand their roles in implementing the strategic plan and how their work will change as a response to the strategic goals.
  • Translates departmental and organizational goals into the daily operations of direct reports.
  • Assists the Director and/or Manager with the overall management of the program/function. 
  • Implements techniques for measuring outcomes, analyzes data and provides Supervisors and Managers with recommendations for improving performance of the function or program. 
  • Analyzes internal processes for approaches to improve the efficiency and effectiveness of operations. 
  • Identifies, provides access to and supports ongoing professional development for direct reports. 
  • Develops, institutes and monitors superior customer service standards. Provides training to staff involved in guest relations in order to ensure that visitors have a position experience at the Museum and their admissions transactions are handled in an efficient and professional manner. Provide training on handling of group sales and execution of such activities.
  • Interacts with the public and staff who have facility concerns and complaints and provides reasonable resolutions within Museum guidelines.
  • Ensure that group bookings are being accurately recorded in the ticketing system.
  • Keep communication with other Departments to create a seamless guided and behind the scene tour booking process.

This position has the following requirements:
  • Bachelor's degree in a related field preferred.
  • Position requires two years of experience with progressively greater responsibility and successful outcomes for a comparable program or function.
  • Has the skills necessary to be a successful supervisor including compliance with human resources policies and procedures, recruiting and training staff, providing regular feedback to direct reports, establishing and supporting attainment of goals for direct reports and completing annual performance evaluations.
  • Has demonstrated ability to work with others on teams and across an organization.
  • Must have excellent customer service and interpersonal skills.
  • Project Management: Excellent collaborative, project management and supervisory skills needed for optimum team based project development.

Salary is commensurate with experience plus excellent benefits offered. This is a full-time, regular, non-exempt position.

Review of applications begins immediately and continues until position is filled.

The Natural History Museum of Los Angeles County is an Equal Opportunity Employer.

 
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  UNDER MARYLAND LAW AN EMPLOYER MAY NOT REQUIRE OR DEMAND AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS PROVISION IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

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