Supervisor, 311 Call Center

Job description

Department: Communications 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 ope...