Call Center Team Lead - Prince George's County Government, MD

Come join our team!

 

Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.
 

We are Prince George’s Proud!

The Prince George's County Government Department of Community Relations is currently seeking qualified applicants to fill a Call Center Team Lead position, grade G22, in the Office of Community Relations Division. 
 
About the Position:  
This is supervisory and administrative customer service work helping by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. Responsibilities extend to resolving the most complex problems.
This position serves as a Call Center Team Lead in the 311 Call Center; overseeing daily operations of the Call Center Representatives (CCRs) and ensuring that all customer service interactions meet performance standards.  The Team Lead is responsible for monitoring call queues, managing workloads, and ensuring timely responses to inquiries.  They assist in new hire onboarding and training, provide coaching and mentorship to Call Center Representatives; offer guidance on handling difficult calls, and assist with escalations when necessary.  The role also involves tracking performance metrics, preparing reports on customer survey responses, and coordinating ongoing training and development to enhance the team’s effectiveness in providing exceptional service.
As part of the Call Center Team Lead duties, this role involves assigning, reviewing and evaluating the work of subordinate Call Center Representatives.  The position demands the resolution of complex problems and the development of creative solutions to meeting citizens’ needs.  Additionally, the employee will work on specialized projects such as data collection, report preparation, and maintenance of a resource database, ensuring the accuracy and accessibility of information for public and internal use.  Must be proficient in Microsoft Office Suite and experience in Salesforce is preferred.
The role requires occasional interactions with other governmental agencies and liaisons. Those interactions include investigating, research of customer requests or complaints.  

About the Agency
The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George’s County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.