A Day in the Life at CharMeck 311 | Charlotte, NC скачать в хорошем качестве

A Day in the Life at CharMeck 311 | Charlotte, NC

Get an inside look at Charlotte’s dynamic Contact Center, where dedicated professionals help residents every day and build rewarding careers along the way. In this video, you’ll meet a Senior Customer Service Representative (Raiza), a Lead CSR (Kesha White), and a Workforce Management Analyst (Djanene Delille-Douglas)—each sharing their unique perspective and career journey at 311. Discover the teamwork, skills, and advancement opportunities that make CharMeck 311 a great place to grow, whether you’re starting out as a CSR or joining us in a specialized or leadership role. Explore: • A typical day for 311 team members • The difference between entry-level, senior, and lead CSRs • How our Workforce Analysts keep the Contact Center running smoothly • Opportunities for career growth and professional development • The supportive, diverse culture at CharMeck 311 00:00 - Intro 00:07 - Meet 311 Staff 00:33 - Kesha White explains the difference between a CSR and a Lead CSR. 01:08 - Djenane Delille-Douglas describes the strategy for forecasting call volume trends. 02:02 - Raiza explains the importance of bilingual support for Charlotte's residents. 02:31 - 311 staff start their day. 02:34 - Djenane Delille-Douglas describes what it's like to begin her work day. 03:07 - Kesha White describes what it's like to begin her work day. 04:31 - Raiza completes a service request from start to finish. 05:40 - Djenane Delille-Douglas demonstrates how staffing and schedules are set each morning. 09:48 - Kesha White demonstrates her morning routine (reports and coaching notes). Ready to take the next step? Learn more and apply today: https://www.charlottenc.gov/City-Gove... City of Charlotte Housing & Neighborhood Services: https://www.charlottenc.gov/City-Gove... CharMeck 311: https://www.charlottenc.gov/Help311 Follow Housing & Neighborhood Services on social:   / hnscharlotte     / hnscharlotte     / hnscharlotte   Learn more about Housing & Neighborhood Services Resources: https://bit.ly/m/hnsclt Sign up for the Housing & Neighborhood Services newsletter: https://publicinput.com/hns