311 Customer Service Supervisor

City of Sacramento•Sacramento, CA

2d•Hybrid

About The Position

This position is responsible for supervising the daily operations of the City’s 311 Contact Center, ensuring the delivery of accurate, efficient, and high-quality customer service across multiple communication channels. Incumbents oversee staff performance, training, scheduling, quality assurance, and dispatch operations while providing guidance on complex customer issues and ensuring compliance with established policies and procedures. The position analyzes operational data and performance metrics to identify trends, improve service delivery, and recommend process, policy, and technology enhancements. Additionally, this position serves as a key liaison with City departments and the public, supporting continuous improvement initiatives, community outreach, and the effective delivery of City services. The ideal candidate will demonstrate strong leadership and supervisory skills, capable of guiding a team of customer service agents and maintaining high standards of service quality and efficiency. Experience in contact center operations, including staff performance management, training, scheduling, quality assurance, and dispatch coordination is essential. Proficiency in analyzing operational data and performance metrics to identify trends, recommend improvements, and support continuous service enhancement is required. Excellent communication and problem-solving abilities, serving as a liaison with City departments and the public, and providing guidance on complex customer issues are also key. Values teamwork, adaptability, and a commitment to community outreach and the effective delivery of City services.

Requirements

Four years of customer service experience in a call center environment, including two years of advanced journey, lead, or supervisory experience.
Possession of a High School diploma or G.E.D. equivalent.
Knowledge of principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work procedures.
Knowledge of principles, practices, and operations of a 24/7 Call Center.
Knowledge of principles and practices for providing a high level of customer service by effectively dealing with the public and City staff.
Knowledge of complaint management techniques.
Knowledge of modern call center and office practices, methods, and computer equipment and applications, including Customer Relationship Management (CRM) software and dispatch systems.
Knowledge of the organization and operation of the City as necessary to assume assigned responsibilities.
Knowledge of applicable federal, state, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
Knowledge of principles and practices of research and record keeping.
Knowledge of English usage, grammar, spelling, vocabulary, and punctuation.
Ability to assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards.
Ability to supervise, select, train, motivate, and evaluate the work of staff.
Ability to plan, organize, administer, coordinate, review, evaluate, and personally participate in comprehensive 311 Center operations.
Ability to evaluate and recommend improvements in operations, procedures, policies, or methods.
Ability to prepare and maintain clear and accurate reports, correspondence, policies, procedures, and other written materials.
Ability to interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
Ability to establish and maintain accurate record keeping and tracking systems.
Ability to organize and prioritize a variety of projects and multiple tasks in a timely manner; organize own work, set priorities, and meet critical time deadlines.
Ability to operate call center and office equipment including computer equipment and specialized software applications programs.
Ability to use English effectively to communicate in person, over the telephone, and in writing.
Ability to use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
Ability to establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard call center and office equipment.
Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.

Nice To Haves

Intermittent remote work may be available with supervisor approval, requiring residence within the Sacramento region or ability to regularly report to a City of Sacramento physical worksite with little notice.

Responsibilities

Plans, organizes, assigns, supervises, and reviews the work of customer service staff in the 311 Center.
Trains staff in work procedures and provides policy guidance and interpretation.
Evaluates employee performance and works with employees to correct deficiencies; recommends and implements disciplinary procedures.
Assists in hiring and promotion processes.
Monitors activities of the assigned work unit and determines and recommends staffing needs.
Recommends improvements and modifications and prepares various reports on operations and activities, including workload and workflow statistics.
Develops and updates training curriculum and materials.
Recommends and implements goals, objectives, policies and procedures, and changes to applicable City codes.
Establishes schedules, internal controls, and methods for assigned 311 operations functions.
Ensures that quality customer service standards are met.
Responds to inquiries from other staff and the public regarding 311 Center operations and services.
Investigates complaints and sensitive/confrontational issues and recommends corrective actions.
Gathers and analyzes service performance metrics and data; conducts trend analysis of frequency and types of calls.
Develops reports and recommendations for changes and improvements to ensure efficient and quality service delivery.
Participates in community meetings and public outreach efforts to promote 311 Center services.
Receives, assesses, and responds to escalated and/or priority customer calls and issues; resolves issue or escalates and/or transfers call to appropriate staff as necessary.
Oversees the reception and evaluation of requests for information and service submitted via phone, email, or web application.
Ensures information and assistance is provided in an efficient manner.
Oversees and ensures calls are dispatched in accordance with established procedures and policies.
Monitors agent calls and provides support and assistance to the agent as necessary.
Supervises and participates in auditing the Customer Relationship Management (CRM) application.
Oversees and conducts complex research using various City and public resources to provide customers with complete, accurate, and thorough answers.
Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines.
Monitors changes in operation of City departments, ordinances, legislative regulations, and technology that may affect assigned functions and operations.
Implements policy and procedural changes after approval.