Clerical Supervisor 1

Full Job Description

Are you detail-oriented with exceptional communication skills? If so, start a new chapter in your career as a Clerical Supervisor 1 with the Pennsylvania Bureau of Professional and Occupational Affairs (BPOA), State Board of Nursing. This position gives you the opportunity to utilize your leadership skills as you supervise clerical personnel responsible for operating the Bureau’s call center. Apply today to help us ensure that our team delivers accurate, timely, and professional support!

Requirements

As a Clerical Supervisor 1, you will be responsible for 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.

Work involves organizing workflow in the ticketing system for distribution of information to BPOA staff and responding to tickets from applicants and licensees.

You will have the opportunity to supervise 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.

In conjunction with management, you will also develop and implement clerical business processes to meet enhancements in electronic systems, including the phone systems.

Additional responsibilities include:

• 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

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:30 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch.
• 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.

In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania.

If you are unable to telework, you will have the option to report to the headquarters office in Pittsburgh. The ability to telework is subject to change at any time.

Additional details may be provided during the interview.

• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Qualifications

QUALIFICATIONS

Minimum Experience and Training Requirements:

• 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.

Other Requirements:

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency.
• You must be able to perform essential job functions.

How to Apply:

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position.

Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce.

The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania.

The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law.

All diverse candidates are encouraged to apply.

Additional Information

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.