Office Supervisor

Office Supervisor

Recognized as one of America's Best-In-State Employers for 2024, the City of Virginia Beach is proud to offer a diverse and dynamic work environment. Our workforce plays a crucial role in delivering exceptional government services to both our citizens and fellow City employees. Apply now to join an organization where you truly make a difference.

The Office Supervisor oversees customer service supporting the City of Virginia Beach Public Works Waste Management Division. This role provides supervision to a high-volume customer service team, ensures data accuracy and compliance, and serves as a key liaison between staff, management, and the public. The position requires strong supervisory skills, technical aptitude, and the ability to work independently in a fast-paced environment.

Duties and Responsibilities

Oversee and manage programs and services provided to Virginia Beach residents related to Waste Management.

Supervise and support a customer service team of approximately eight (8) staff members, ensuring accurate data entry and delivery of high-quality customer service.

Manage daily operations handling telephone inquiries and email requests.

Ensure data quality assurance and compliance with departmental and City standards. Monitor phone call activity and service levels.

Provide leadership in administrative functions, including customer service operations and communications.

Develop, interpret, and communicate departmental policies and procedures to internal staff and the general public.

Prepare administrative and operational reports to monitor performance and ensure compliance.

Perform supervisory responsibilities including payroll coordination, recruitment and hiring to backfill vacancies, performance management, and employee training.

Identify trends, issues, and operational needs, and provide timely feedback to management.

Review and evaluate internal policies, procedures, and City code materials; recommend revisions and implement process improvements to enhance efficiency.

Serve as the department's FOIA contact, ensuring compliance and timely responses.

Resolve elevated customer and operational issues to prevent escalation.

Research and respond to inquiries from City Management.

Lead meetings and deliver presentations as required.

Ensure citizens receive accurate information and quality customer service, and that workflows between Waste Management work groups function smoothly and effectively.

The City offers a generous benefits package, which includes health, dental and life insurance, retirement and savings plans, maternity/paternity and parental leave, holidays and leave.

Preferences:

• Proven supervisory or management experience in an office, customer service, or call center environment.

• Strong knowledge of administrative operations, and public-sector customer service.

• Experience working with high-volume service requests.

• Excellent communication, organizational, and problem-solving skills.

• Ability to handle sensitive and confidential information with discretion.

• Experience interpreting policies, procedures, and regulatory or City code materials.

• Experience in a government or municipal work environment.

• FOIA coordination experience.

• Experience with software implementation or system integration projects.

Additional requirements:

• DMV Transcript: No

• CDL: No

• Drug & Alcohol Clearinghouse: No

• CPS Check: No

• Physical: No

• Respirator: No

• Psychological Screening: No

• Polygraph: No

• At Will: No

Minimum Requirements:

Minimum Qualifications: High school or GED plus five (5) years, in fields providing the required knowledge, skills, and abilities and associated with such positions as administrative secretary or office manager; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Must be available to work evenings, nights, weekends, holidays, and overtime when required to meet operational needs.

Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City's business.