Supervisor, 311 Call Center

Sarasota County Government

About The Position

Start Here. Grow Here. Stay Here. Our 311 Call Center is hiring a Supervisor to join our team. In this role, you’ll report directly to the 311 Manager and play a key part in supporting, coaching, and developing a team of Customer Service Representatives. You’ll help staff succeed by providing real-time support, handling customer escalations, and delivering training for both new and current employees. This position is a great fit for someone who enjoys leading others, solving problems, and creating a positive, high-performing team environment through strong communication, planning, and coaching skills. The starting pay for this position is $64,833.60. Apply today for this great opportunity! About the Position In this role, you will be responsible for... Team Leadership & Daily Operations: Provide real-time support and supervision to Customer Service Representatives, including handling escalated customer issues and ensuring quality service through call monitoring and coaching. Monitor individual and team performance, provide ongoing feedback, and partner with leadership on performance management, evaluations, and disciplinary actions as needed. Ensure operational consistency by reviewing timesheets, supporting payroll deadlines, and fostering a positive, high-performing team environment. Emergency Response & Communication: Support and lead CSRs during Emergency Operations Center (EOC) activations, ensuring continuity of service during high-pressure situations. Coordinate communication between the Call Center, Situation Room, and Joint Information Center (JIC) to ensure accurate and timely information flow. Keep staff informed of organizational updates that impact service delivery and customer experience. Projects, Improvement & Administrative Support: Support continuous improvement efforts, including fraud prevention, audits, compliance and survey reviews, and enhancements to contact center processes. Contribute to employee recognition programs, cross-training opportunities, and development initiatives to support team growth. Assist with administrative needs such as maintaining schedules and calendars, submitting IT and equipment requests, and supporting reporting or scorecard development. About the Schedule Work Hours: Full-time, 40 hours per week. Typical Schedule: Monday - Friday, 08:00 a.m. to 05:00 p.m. As a reminder, all county employees are considered essential and must be prepared to protect and support the community and its citizens. Each employee, without exception, will have a duty assignment and be required to work during a disaster or declared emergency. About You To be considered for this role, you must have the following: 2-year associate's degree with 2+ years of related professional experience. OR: Minimum of a High School diploma with 4+ years of related professional experience. Must have a minimum of 1 year of supervisory experience (please note that lead worker or acting in a supervisory capacity may be counted). Valid Florida driver's license by date of hire. The ideal candidate has the following knowledge, skills, and/or abilities: Please note that these are not requirements but bonuses for your consideration. Bachelor’s degree from an accredited college or university preferred. Previous leadership experience in a contact center or similar customer service environment. Strong communication skills with the ability to build and maintain effective working relationships. Proven ability to exercise sound independent judgment and handle complex, sensitive, or challenging situations professionally and tactfully. Skilled in interpreting and applying policies and procedures, organizing work, and preparing clear, comprehensive reports. Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment for a period of five years. Physical Demands: Employees in this role must occasionally lift and/or move up to 10 lbs. About Everything Else Starting Pay: $64,833.60 Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s). If you are selected to join our team, please click on this link to review the Required First Day Documents. You will need to present the following items on your first day: 1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.) 2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.) Benefits: Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! Choose one of three great medical plans, including one with a $0 premium option, with completed preventative visits! For more information about employee benefits, please click this link or visit SCGov.net for additional information. Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations. Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!) A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team. We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different. Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally. A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353. Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance). Sarasota County Government is a Tobacco-Free/Drug-Free Workplace. Do you like leaving things better than you found them? We serve the greater good! Our team is here to make Sarasota the premier community to live, work and play! Sarasota has 37 miles of award-winning beaches, over 80 parks and 100 golf courses, and is known as the cultural capital of Florida with museums of art, theaters, an aquarium, botanical gardens and the annual international film festival. Unsurpassed beauty, rich cultural offering, diverse educational opportunities, wide-ranging recreational possibilities make Sarasota a great place to live and work! We believe in work-life balance with a generous leave plan. “US News & World Report: Sarasota is No. 1 in Florida and No. 18 in the country for best place to live.” We need YOU to help create wonderful experiences for residents and vacationing guests enjoying Sarasota! Apply today!

Requirements

2-year associate's degree with 2+ years of related professional experience.
Minimum of a High School diploma with 4+ years of related professional experience.
Must have a minimum of 1 year of supervisory experience (please note that lead worker or acting in a supervisory capacity may be counted).
Valid Florida driver's license by date of hire.

Nice To Haves

Bachelor’s degree from an accredited college or university preferred.
Previous leadership experience in a contact center or similar customer service environment.
Strong communication skills with the ability to build and maintain effective working relationships.
Proven ability to exercise sound independent judgment and handle complex, sensitive, or challenging situations professionally and tactfully.
Skilled in interpreting and applying policies and procedures, organizing work, and preparing clear, comprehensive reports.

Responsibilities

Provide real-time support and supervision to Customer Service Representatives, including handling escalated customer issues and ensuring quality service through call monitoring and coaching.
Monitor individual and team performance, provide ongoing feedback, and partner with leadership on performance management, evaluations, and disciplinary actions as needed.
Ensure operational consistency by reviewing timesheets, supporting payroll deadlines, and fostering a positive, high-performing team environment.
Support and lead CSRs during Emergency Operations Center (EOC) activations, ensuring continuity of service during high-pressure situations.
Coordinate communication between the Call Center, Situation Room, and Joint Information Center (JIC) to ensure accurate and timely information flow.
Keep staff informed of organizational updates that impact service delivery and customer experience.
Support continuous improvement efforts, including fraud prevention, audits, compliance and survey reviews, and enhancements to contact center processes.
Contribute to employee recognition programs, cross-training opportunities, and development initiatives to support team growth.
Assist with administrative needs such as maintaining schedules and calendars, submitting IT and equipment requests, and supporting reporting or scorecard development.

Benefits

Health, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
Flexible Spending Accounts
Employee Assistance Program (EAP)
Florida Retirement System (FRS)
wellness program including free gyms at multiple Sarasota County Government locations
11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service

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