Commonwealth of Pennsylvania · 16 hours ago
Clerical Supervisor 1
Allegheny County, PA
Part-time
Hybrid
Entry, Mid Level
1+ years expCommonwealth of Pennsylvania is seeking a Clerical Supervisor 1 for the Bureau of Professional and Occupational Affairs (BPOA), State Board of Nursing. This role involves supervising clerical personnel in a call center, managing operations, and ensuring effective communication and workflow within the team.
Non Profit
No H1B
Responsibilities
Handling the day-to-day operations of the call center, including coordinating phone coverage, staff scheduling, conducting staff meetings, employee performance management, training new staff, and conducting ongoing staff refreshment training
Organizing workflow in the ticketing system for distribution of information to BPOA staff and responding to tickets from applicants and licensees
Supervising the overall call center functionality and business process, including call monitoring, preparing detailed monthly reports on call center performance and call volumes, maintaining the call center system platform, maintaining the current call center business processes, and troubleshooting any technical issues with platform functionality
Acting as a liaison with the Telecommunication team on all issues and maintenance related to the call center platform and phone system
Reporting issues and working to resolve problems
Suggesting modifications to the menu, prompts, and scripting
Serving as a second level contact for public inquiries
Directing call center staff on appropriate call management
Determining when calls require escalation or special handling
Qualification
Required
One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
One year of moderately complex clerical experience; or
An equivalent combination of experience and training
You must meet the PA residency requirement
You must be able to perform essential job functions
Benefits
Parking is provided in a secure garage.
Telework: You may have the opportunity to work from home (telework) part-time, upon successful completion of the probationary period.
Company
Commonwealth of Pennsylvania
The Commonwealth of Pennsylvania employs thousands of people across the state to deliver programs and services to the people of Pennsylvania.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0.5MKey Investors
Appalachian Regional Commission
2022-03-17Grant· $0.5M
Leadership Team
John Tirpak
Chief Technology Officer - Employment Banking and Revenue Delivery Center (EBR DC)
Nathan S.
Chief Technology Officer - Employment Banking and Revenue Delivery Center (EBR DC)
Recent News
2024-02-27
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