311 Customer Service Supervisor

The Position

This job posting will automatically close upon the receipt of 250 applications or at the final filing deadline, whichever occurs first. With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice. 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.

Ideal Candidate Statement The ideal candidate will demonstrate the following:

• 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.
• Proficiency in analyzing operational data and performance metrics to identify trends, recommend improvements, and support continuous service enhancement.
• Excellent communication and problem-solving abilities, serving as a liaison with City departments and the public, and providing guidance on complex customer issues.
• Values teamwork, adaptability, and a commitment to community outreach and the effective delivery of City services.

Definition Under general direction, plans, directs, administers, supervises, and participates in the daily operations and activities of the 24/7 operations of the 311 Center, including responding to escalated and/or priority issues, performing complex research, and providing thorough and accurate information regarding City services, procedures, and resources; ensures work quality and adherence to established policies and procedures; performs the more technical and complex tasks relative to assigned area of responsibility; and performs related work as required.

Distinguishing Characteristics This is a full supervisory-level class in the 311 customer service classification series that exercises independent judgment on diverse and specialized 311 Center support functions and has significant accountability and ongoing decision-making responsibilities associated with the work. The incumbent organizes and oversees day-to-day information services activities, projects, and programs for the 311 Center and is responsible for providing support to the 311 Manager in a variety of areas. This classification is further distinguished from the 311 Manager in that the latter has management authority in planning, organizing, and directing the full scope of 311 Center operations.

Supervision Received and Exercised Receives general direction from the 311 Manager. Exercises direct and general supervision over assigned staff.

Essential Duties and Responsibilities

Depending on assignment, duties may include, but are not limited to, the following:

• Plans, organizes, assigns, supervises, and reviews the work of customer service staff in the 311 Center; trains staff in work procedures; provides policy guidance and interpretation to staff; evaluates employee performance and works with employees to correct deficiencies; recommends and implements disciplinary procedures; assists in hiring and promotion.
• Monitors activities of the assigned work unit; determines and recommends staffing needs for assigned activities and projects; 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; recommends corrective actions to resolve issues.
• 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 as necessary steps in and provides support and assistance to the agent.
• 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 to requests for information, inquiries, and/or problems.
• 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.
• Other related duties may also be performed; not all duties listed are necessarily performed by each individual holding this classification.

Qualifications

Knowledge of:

• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work procedures.
• Principles, practices, and operations of a 24/7 Call Center.
• Principles and practices for providing a high level of customer service by effectively dealing with the public and City staff.
• Complaint management techniques.
• Modern call center and office practices, methods, and computer equipment and applications, including Customer Relationship Management (CRM) software and dispatch systems.
• The organization and operation of the City as necessary to assume assigned responsibilities.
• Applicable federal, state, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Principles and practices of research and record keeping.
• English usage, grammar, spelling, vocabulary, and punctuation.

Ability to:

• Assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards.
• Supervise, select, train, motivate, and evaluate the work of staff.
• Plan, organize, administer, coordinate, review, evaluate, and personally participate in comprehensive 311 Center operations.
• Evaluate and recommend improvements in operations, procedures, policies, or methods.
• Prepare and maintain clear and accurate reports, correspondence, policies, procedures, and other written materials.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Establish and maintain accurate record keeping and tracking systems.
• Organize and prioritize a variety of projects and multiple tasks in a timely manner; organize own work, set priorities, and meet critical time deadlines.
• Operate call center and office equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience Experience: Four years of customer service experience in a call center environment, including two years of advanced journey, lead, or supervisory experience. -AND- Education: Possession of a High School diploma or G.E.D. equivalent.

Special Qualifications Physical Conditions: 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. This is primarily a sedentary office classification although standing and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard call center and office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds. Environmental Conditions: Employees work in an office environment with moderate noise levels