Supervisor

311 Supervisor

Cary has an excellent opportunity to assist in leading the daily operations of our 311 Center. 311 is a resident service that allows us to efficiently and effectively respond to questions and requests in a way that provides a streamlined experience for the customer. If you have call center experience, proven leadership, and a strong commitment to helping others then this may be the ideal role for you! The 311 Supervisor provides operational leadership for the daily operations of the 311 Center and assigned resident service areas. This position carries accountability for service outcomes, staff performance, and operational excellence, and requires independent judgment, critical thinking, and discretion in performing duties. Work involves extensive public contact and includes responding to escalated issues, and providing thorough accurate information about Town services, procedures, and resources. The 311 Supervisor leads day-to-day operations for assigned areas, maintaining performance expectations, driving service quality and staff development, and implementing continuous improvement. This position promotes 311 as a resource for all residents and staff, ensures work quality and adherence to established policies and procedures, and performs related work as required. The 311 Supervisor directly supervises Senior Advocates and Citizen Advocates, working alongside the team in day-to-day operations to ensure consistent, high-quality service delivery. The Supervisor delegates operational coordination and workflow assignments to Senior Advocates while maintaining responsibility for developing, coaching, and holding staff accountable for the performance standards that drive service excellence. This position partners closely with the 311 Implementation and Innovation Officer on process improvement, technology adoption, data quality, and strategic initiatives, and serves as a key contributor to 311's overall operational strategy. Work is performed under the general direction of 311 Leadership. Supervision, coaching, and guidance are provided to Senior Advocates, Citizen Advocates, and other subordinate staff. Work may involve shifts during nights, weekends and Town holidays. This is considered a critical position in the Town and will be required to report during adverse weather or other conditions.

The following list outlines the general duties of a 311 Supervisor. It is intended to be illustrative of the work performed and does not capture all specific duties a 311 Supervisor may be assigned:

• Provides operational leadership for the 311 Center and assigned resident service areas, including the 311 Hub in the Town Hall lobby, ensuring that services are delivered in line with the Town's mission, goals, and strategic priorities;
• Serves as a resource on 311 Hub operations and best practices; collaborates with other Town department hubs to share lessons learned and promote consistent, high-quality standards for walk-in resident services across the organization;
• Directly supervises Senior Advocates and Citizen Advocates; oversees daily operational coordination, scheduling, and workflow assignments performed by Senior Advocates while maintaining full accountability for team performance and service outcomes.
• Serves as an escalation point for complex service delivery challenges, escalated resident issues, and priority requests, exercising independent judgment and discretion in resolution and service recovery;
• Partners with the quality assurance function to translate quality-monitoring results into targeted coaching and performance-improvement plans for Senior Advocates and Citizen Advocates; conducts supplemental spot checks and call and case reviews to reinforce quality standards and address emerging issues in real time;
• Contributes to the ongoing development of resident experience metrics and monitoring approaches, including measures of satisfaction and first-contact resolution, and takes corrective action when performance trends indicate a need for improvement;
• Assists in forecasting contact volume and develops staffing models to meet service levels; administers workforce management (WFM) tools for scheduling, real-time adherence, and intraday management.
• Assists management team in workforce planning and staffing strategy, including recruitment, and succession planning, and operational coordination responsibilities.
• Monitor employee engagement and retention outcomes for assigned areas, working with process improvement and management to identify turnover drivers and implementation of strategies to strengthen morale and retention;
• Evaluates employee performance, provides coaching and developmental feedback, contributes to the disciplinary process, and ensures minimum staffing levels are maintained;
• Owns onboarding and training programs, partnering with Senior Advocates to ensure that curriculum and materials reflect current policies, procedures, and best practices;
• Coordinates and oversees non-emergency communications between the 311 Center and Town field service operations, including Public Works, and participates in Incident Command during inclement weather or other events;
• Executes the assigned-area component of the 311 Continuity of Operations Plan (COOP), including participation in testing, drills, and after-action reviews to ensure readiness for service disruptions or emergencies.
• Owns internal controls and audit readiness for cash handling, payment collection, and reconciliation procedures; investigates significant discrepancies and approves adjustments in accordance with Town protocols;
• Ensures compliance with public records, data retention, and information-handling requirements for assigned areas, including appropriate handling of personally identifiable information (PII);
• Ensures that ADA accessibility and language access standards are met across public-facing service channels for assigned areas;
• Oversee the facilitation of applications and processes for assigned areas, including water and sewer meter requests, zoning, development, and building permits, ensuring compliance with applicable regulations and Town policy;
• Supports the 311 Implementation and Innovation Officer on data strategy, technology governance, and business process improvement initiatives, and represents assigned service areas in cross-departmental process-improvement efforts;
• Leads change management for new technology and process rollouts in assigned areas, including staff readiness, communication, and adoption tracking;
• Actively ensures adherence to data quality standards; compiles and presents data-driven reports and recommendations on operations, activities, workload, and workflow statistics to inform leadership decisions;
• Identifies technology and process improvements that enhance service delivery and operational efficiency; serves as a resource for the operation and maintenance of telephone and computer equipment;
• Represents 311 and the Town at community events, public outreach opportunities, and interdepartmental meetings; serves as a spokesperson for assigned service areas as needed; and coordinates participation by Senior Advocates and Citizen Advocates;
• Leads or participates in special assignments, strategic initiatives, and cross-functional projects on behalf of 311.
• Performs other job-related tasks as required;

Comprehensive knowledge of Town policies, procedures, and practices; resident services principles and contact center operations; cash-handling procedures and protocols; data and information sources. Thorough knowledge of the Town's Code of Ordinances and its applications; principles and practices of supervision, workforce planning, and office management; performance management and employee development practices; and data analysis, reporting, and technology governance. Working knowledge of contact center quality-assurance methodologies and the ability to translate quality-monitoring data into effective staff coaching, including conducting supplemental call and case reviews and spot checks; workforce management (WFM) principles, including volume forecasting, scheduling, and real-time adherence; public records, data retention, and information privacy requirements; ADA accessibility and language-access standards for public-facing services; continuity of operations and emergency preparedness planning; and change management principles for technology and process implementations. Ability to meet and interact with the public effectively; establish and maintain effective working relationships across the organization and with external partners; manage multiple priorities and competing demands simultaneously; solve complex problems independently.

Physical Requirements

Work in this class is generally sedentary and performed indoors. Work requires the ability to hear and communicate effectively with the public and other employees. Physical agility, including reaching and stooping, may be necessary to perform filing duties. Work requires hand dexterity for typing and operating computers and standard office equipment. Visual acuity is necessary to read handwritten and typewritten materials and to operate a computer terminal.

Requires any combination of education and experience equivalent to graduation from an accredited college or university with a bachelor's degree in public administration, business administration, or a related field. Progressively responsible supervisory experience in a resident services contact center environment is required, including demonstrated experience in performance management and process improvement. Preferred Experience Municipal experience is preferred. Proficiency with Salesforce is preferred. Special Requirements Requires a valid driver's license and an acceptable driving record. Incumbent must obtain and maintain Incident Command System and other position-required certifications within 30 days of hire. Requires drug testing and a background check (which may include a criminal check, education verification, and a credit history review) prior to employment.

Cary ensures equal employment opportunities (EEO) are provided to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation, marital status, veteran status, or genetic information.