NEOGOV · 6 hours ago
Animal Services Supervisor - Call Center
Jurupa
Full-time
Onsite
Mid, Senior Level
$52K/yr - $77K/yr
3+ years expNEOGOV is seeking an Animal Services Supervisor for the Animal Services Call Center in Riverside County. The role involves leading a team in a high-pressure environment, managing call center operations, and ensuring excellent community service while addressing a variety of animal-related inquiries.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Hire, onboard and provide guidance on customer service challenges and escalations
Prepare work schedules and maintain adequate coverage while evaluating staff performance annually and as needed
Analyze Call Center data, maintain workload statistics and prepare management reports
Coach Call Center staff and develop call-flow scripts for various scenarios
Manage timely and accurate community email correspondence
Maintain positive working relationships with other Animal Services divisions
Enter licensing, spay/neuter, surgery, microchips, vaccines, adoptions, foster logs, transfers and release information into database
May direct the operation of an animal shelter's marketing efforts to encourage redemptions and adoptions of animals
Plan and participate in departmental training programs for assigned staff; conduct courses and evaluate employee achievements and course effectiveness
Counsel AS Call Center employees in an attempt to resolve grievances and, when necessary, recommend disciplinary action
Recommend changes and improvements in existing programs and procedures; assist with the preparation of the annual budget, recommending and justifying adjustments in personnel and equipment
Interpret ordinances, statutes, regulations, and policies to the staff and general public while providing technical assistance in the resolution of difficult field investigations; prepare case files and assemble necessary documentation; may submit and discuss cases with the Animal Services Chief, Deputy Director and legal counsel, as appropriate
Promote animal control services by community relations with civic, governmental and private groups; assist the Community Outreach and Education Division; coordinate educational programs with schools, law enforcement agencies, media, and other groups; work cooperatively with other law enforcement groups when joint action is required
Prepare correspondence concerning the Call Center
Review reports and other written materials composed by the staff; conduct and attend various supervisory meetings and conferences with management
May on occasion repair minor shelter facilities and maintenance issues; contact Facilities for work orders and equipment requests
Working phone shifts at the discharge and reception desks
May assist the Animal Services Chief with the planning and development of the Animal Care Program by identifying objectives of animal regulations, preparing policies and standard procedures and developing overall goals
May act as the Animal Services Chief in the event of his or her absence
Qualification
Required
Graduation from high school or attainment of a satisfactory score on a G.E.D. test
Two years of experience in a high-volume Call Center AND at least one year in a lead or supervisory role, within a public or nonprofit animal control program or a closely related animal care field (e.g., veterinary office, animal grooming facility or animal board and kennel facility), both of which must have included responsibility for the caring, impounding and disposing of animals
Possession of a valid California Driver's License may be required
Lift, carry, push and pull heavy objects that may weigh more than 50 pounds
Exposure To: injured or upset animals, smells, dander, excrement and assist in humane euthanasia
Principles and techniques of supervision related to the selection, training, direction, motivation, and evaluation of subordinates
State and county laws, codes and regulations governing animal control
Legal liabilities and responsibilities of those concerned with the enforcement of animal control regulations and laws
Causes, symptoms and safe handling of rabid animals
Legal regulations, reports and procedures for the handling of rabies
Correct English usage, grammar, spelling, vocabulary, punctuation, format, and style
Modern office practices and procedures, including preparing correspondence and reports, and filing
Standard office equipment, including the programming of a variety of material information processing equipment
The capabilities and applications of information processing equipment
Various breeds of animals and their care and feeding
Plan, schedule and direct the work of others employed in animal care and clerical work
Supervise kennel investigations
Write comprehensive and detailed reports
Exercise tact and good judgment
Develop and maintain working relationships with the public and other governmental agencies
Gather and present evidence and testify in court
Work effectively under stressful situations
Organize and meet deadlines
Read, comprehend and interpret laws and regulations pertaining to animal control
Perform complex clerical work involving independent judgment and initiative
Read and interpret information from charts, graphs and tables
Gather data and organize it into report format
Understand and interpret laws, rules, regulations, and written policies and procedures, and apply them to specific situations
Supervise subordinates
Care for and safely handle animals so as to avoid injury to persons and animals
Preferred
An associate's degree or completion of 60 semester or 90 quarter units, from an accredited college or university, preferably with course work in animal husbandry or a closely related field
Chameleon Software or other integrated Shelter Case Management Systems is also highly desired but not required
Benefits
MEDICAL/DENTAL/VISION INSURANCE: A choice of different medical, dental and visions plan are available to elect. The County provides a Flexible Benefit Credit contribution as governed by the applicable SEIU Memorandum of Understanding to contribute towards the cost of these plans.
MISCELLANEOUS RETIREMENT: County of Riverside has three retirement Tiers through the California Public Employees' Retirement System (CalPERS).
DEFERRED COMPENSATION: Voluntary employee contribution with a choice between two 457 deferred compensation plan options.
VACATION ACCRUAL (Bi-Weekly Accrual): 0 < 3 year = 80 Hours (10 Days); 4 < 9 years = 120 Hours (15 Days); 10 or more years = 160 Hours (20 Days); Maximum Vacation leave accumulation is 480 hours.
SICK LEAVE: Four (4) hours Sick Leave accrual per pay period with unlimited accrual.
HOLIDAYS: Normally 12 paid holidays per year.
BEREAVEMENT LEAVE: Allowed 5 days (3 days are County paid; 2 additional days can be taken from accrued Sick Leave balance).
BASIC LIFE INSURANCE: Equal to one times annual base salary not to exceed $50,000 of term life coverage. Premiums are paid by the County. Additional Supplemental Life plan is available for employee purchase.
DISABILITY: Employees contribute to State Disability Insurance (SDI), which provides wage replacement benefits for individuals who are unable to work due to non-work-related illness, injury, or pregnancy. SDI also includes Paid Family Leave Benefits. The wage replacement rate is determined by current law, offering 60-70% of the wages earned during the SDI eligibility period.
POST RETIREMENT MEDICAL CONTRIBUTION: A monthly contribution is made by the County towards retiree health insurance offered through the County as governed by the applicable SEIU Memorandum of Understanding.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
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