Bachelor's degree. Two years of experience in a call center environment, customer service and/or citizen outreach services are required. Additional experience may substitute for the required education on a year-for-year basis.

The 311 Contact Center Supervisor is a professional position which oversees the work of 311 Contact Center Specialists in the Communications and Customer Experience Department (CCED) and reports to the 311 Contact Center Manager. The incumbent supervises and monitors the daily performance of staff as they respond to customer inquiries via various intake channels such as telephone, e-mail, and digital submissions. The incumbent uses multiple Contact Center software applications to monitor and track performance metrics including call volume, handle time, cases opened, and e-mail response timeframes. Adherence to established call handling guidelines and contact resolution is completed as part of a Quality Assurance Program requiring the incumbent to review and score recordings of calls. The 311 Contact Center Supervisor is responsible for preparing and distributing real time and historical performance reports to staff. The 311 Contact Center Supervisor must prepare disciplinary documents and participate in disciplinary meetings. The incumbent coordinates and maintains Contact Center performance recognition activities to reinforce peak performance. The 311 Contact Center Supervisor also assists with the planning and coordination of Contact Center emergency response activities including staff contact and scheduling.

Responsibilities also include the supervision of meal periods, breaks, and work status times to ensure peak performance of the Center, including timesheet reporting for payroll and attendance purposes. Monitors and tracks performance to maintain peak performance and maximize organizational response to all forms of citizen requests. Advises and coaches staff on call handling guidelines and customer service skills. Participates in the hiring process of 311 Contact Center Specialists. Prepares performance improvement plans, participates in disciplinary meetings and prepares employee performance evaluations for review by the 311 Contact Center Manager.

Employees in this classification must be proficient in the use of numerous software applications to perform job functions, including but not limited to various websites, Microsoft Office (Word, Outlook, Teams, etc.), Customer Relationship Management (CRM) applications, web mapping platforms like ESRI and Google maps, contact center telephony applications, and other departmental software applications in order to complete supervisory duties and assist customers.

Work locations and hours of operations may vary depending on tasks assigned. Therefore, incumbents must have a flexible work schedule including nights and weekends, and alpha/bravo shifts during emergencies.