Hiring: 311 Customer Service Supervisor Company: City of Sacramento Location: Sacramento, CA Job Posted Time: 2026-09-10 13:44:43 Employment Type: Full-time / Remote Target Skills & Keywords : Quality Assurance About the job Experience: •Four years of customer service experience in a call center environment, including two years of advanced journey, lead, or supervisory experience. Required Skills: •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. Qualifications: •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. •Demonstrated capacity to Assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!