Positions

Pay Range 21 Breakdown

BreakdownMinMax
Annually$52,565.40$78,848.08
Monthly$4,380.45$6,570.67
Bi-Weekly$2,021.75$3,032.62
Hourly (40 hrs.)$25.2718$37.9077
Hourly (42 hrs.)$24.0684$36.1026
Hourly (56 hrs.)$18.0513$27.0770

UCC Supervisor

Range: $52,565.40 - $78,848.08 (21)
Position Number: 11200

JOB TITLE: UCC SUPERVISOR   
JOB SUMMARY: This position is responsible for overseeing the operations of the City’s Unified Communications Center (UCC).
MAJOR DUTIES:
Manages day to day operations of UCC.
Coordinates UCC operations in support of other work groups with other supervisors.
Develops and administers cross training programs for UCC staff in coordination with other subject matter expert work groups.
Develops processes and procedures for UCC in support of utility operations.
Directs, supervises, evaluates, and disciplines personnel.
Serves as first management escalation contact for customer troubles.
Monitors and follows up on ticket and work order systems to insure timely resolution of problems and completion of scheduled work.
Carries out daily reporting for broadband operations.
KNOWLEDGE REQUIRED BY THE POSITION:
Knowledge of management and supervisory principles and practices.
Knowledge of utility operations and services.
Knowledge of broadband operations and services.
Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.
Skill in the operation of computers and other standard office equipment.
Skill in customer interaction.
Skill in planning, organization, and decision making.
Skill in oral and written communication.       
SUPERVISORY CONTROLS: The Greenlight General Manager assigns work in terms of very general instructions. The manager spot-checks completed work for compliance with procedures and the nature and propriety of the final results.
GUIDELINES: Guidelines include department standard operating procedures and state, local and federal laws and regulations. These guidelines require judgment, selection, and interpretation in application.
COMPLEXITY: The work consists of varied technical and supervisory duties. The unique nature of each problem contributes to the complexity of the position.
SCOPE AND EFFECT: The purpose of this position is to perform supervisory, administrative, and customer care duties. Success in this position ensures the efficient operation of the Unified Communications Center.
PERSONAL CONTACTS: Contacts are typically with customers, co-workers, other city employees, and the general public.
PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, provide services, and negotiate or settle matters.
PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping.
WORK ENVIRONMENT: The work is typically performed in an office or computer room.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY: Technical Service Representatives.
MINIMUM QUALIFICATIONS:
Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational field.
Capability to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with five years supervisory experience or service.
Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.
Rev. 04/14