PGC311 Call Center Team Lead

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.

Applicant Limit Notice:

Please be advised that applications for this position will be capped at a maximum of 100 submissions. Once this threshold has been reached, the posting will close, and no further applications will be accepted. We encourage interested candidates to apply promptly to ensure consideration. The Prince George's County Office of Community Relations is currently seeking qualified applicants to fill a PGC311 Call Center Team Lead (Call Center Supervisor) position, grade G22 , in the PGC311 Call Center . About the Position This is supervisory and administrative customer service work aiding 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 and to assigning, reviewing and evaluating the work of subordinate Call Center Representative positions. Work is evaluated for quantity, quality and accuracy. Work is performed under general supervision of the Call Center Manager. The work involves receiving and processing calls directed to the Prince George's County, Maryland 311 Call Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees, the public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Public service provided requires the employee to respond to demands and involves detailed questioning of the caller to determine the nature of assistance required. and flexibility to work various shifts. 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. Establishes work priorities, assigns work and proofreads finished materials to ensure accuracy, completeness and adherence to predetermined formats. Trains subordinate level personnel in customer service protocols, procedures, records maintenance. Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred to by the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Promptly refers to emergency calls to 911 emergency services. May operate assistive devices for the hearing-impaired. Publicizes the services of the office for resident knowledge and may provide information on community services to other departments and agencies. Records and maintains records of telephone exchanges in accordance with established procedures. Maintains and reports record of work performed to account for needs of the public and periodically follows up selected referral cases. Make inquiries and investigations to determine if unknown types of services are available. Prepares informational materials in support of the information and referral services provided. Minimum Qualifications Candidates must meet all minimum qualifications listed below to be eligible for additional consideration: High School Diploma or G.E.D Certificate. Two (2) years of experience in a customer service call center environment Two (2) years of supervisory experience; one (1) year of which must have been with the Prince George's County Government. Please note there is no equivalency for the required supervisory experience. Preferred Qualifications Bilingual applicants are encouraged to apply. Ability to maintain accurate and retrievable records. Ability to supervise the work of subordinate-level clerical personnel. Ability to communicate effectively both orally and in writing. Ability to deal courteously and effectively with others.

EACH APPLICATION MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.

Salary Range Transparency:

The salary range listed in this announcement reflects the offer range for this position. Offers made within this range are based on qualifications, experience, and internal equity.

Tentative Interview Dates:

May 5-7, 2026. Please note that interview dates are subject to change and only selected candidates will receive confirmation and additional details.

Job Location :

14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774

Conditions of Employment :

Upon selection, the candidate must (where applicable): Be able and willing to work rotating shifts, including weekends and holidays. Meet all training and performance standards and demonstrate proficiency as required by the agency. Wear and use agency protective apparel and equipment in the performance of their assigned duties. Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings. Be willing and able to serve as an essential employee. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.