Customer Experience Supervisor

City of Sugar Land•2700 Town Center Blvd Sugar Land, TX

4d•Onsite

About The Position

The City of Sugar Land is seeking a full-time Customer Experience Supervisor in the 311 Contact Center within the Customer Experience Department. This role oversees daily operations, supervises and develops contact center staff, conducts quality assurance, and manages training materials. The position also involves assisting with in-person inquiries, promoting a positive culture, partnering with leadership, and serving as a backup during high volumes or emergencies. The City of Sugar Land is a data-driven and innovative full-service municipality located approximately 20 miles southwest of downtown Houston that invests in its team and offers real opportunities for career growth. The City Mission is: WE ARE TRAILBLAZERS! Relentless in Our Pursuit of Good so that Our Employees, Residents, and Businesses Can Enjoy a Life Better than They Can Even Imagine. The City believes that happy, diverse and talented employees add value to the City and promotes a healthy work-life balance and personal development.

Requirements

High School Diploma or GED
Minimum of 3–5 years of progressively responsible management experience
At least 1–2 years of supervisory experience in a contact center environment
Valid Texas Class C driver’s license
Ability to manage time well and prioritize multiple tasks effectively
Embrace change
Advocate of team-work

Nice To Haves

Municipal experience is preferred

Responsibilities

Oversee daily operations of the 311 Contact Center, including staffing coordination, workflow management, performance monitoring, and support for complex customer escalations.
Assist the Customer Experience Manager with in-person inquiries and sensitive escalations at the City Hall reception area as needed.
Supervise, coach, and develop the contact center through onboarding, training, quality assurance reviews, scorecards, one-on-one meetings, and annual performance evaluations while ensuring compliance with City policies and Standard Operating Procedures.
Conduct quality assurance audits and monitors customer interactions, documentation accuracy, response times, and operational metrics to identify trends, improve service delivery, and recommend process improvements.
Manage and maintains training materials, knowledge base content, quality assurance records, reports, and educational resources to support consistent and accurate customer service operations.
Promote a positive and collaborative contact center culture through staff engagement, morale-building activities, recognition initiatives, and celebration of team and employee milestones.
Partner with leadership and support staff to identify training needs, improve operational efficiency, and coordinate cross-departmental communication and service delivery initiatives.
Serve as a backup during high inquiry volumes or staffing shortages and, as an essential employee, supports emergency operations and EOC Phone Bank activities, including labor pool preparedness and extended emergency response assignments.

Benefits

City-subsidized health benefits
life and disability insurance
a variety of voluntary benefits
a robust pension plan with TMRS
down-to-earth casual environment and dress code
positive team-oriented culture
City-subsidized Medical and Dental Insurance with a variety of plan options
City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability
Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield
9 paid holidays and up to 3 floating holidays to use at your discretion
A generous vacation package with accruals starting on day 1
Paid sick leave
Paid Parental Leave
A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City
You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan
Longevity pay for each month of service after your first 13 months of employment
On-site Wellness facilities and programming (mind, body spirit & financial preparedness)
Access to multiple mental health benefits and resources, including a robust EAP