Call Center Supervisor Job Minneapolis area,Minnesota USA,Management

Position: 311 Call Center Supervisor

Position Description

* This position is restricted to current employees within the 311 Service Center Department

The mission of this position is to provide top‑notch customer service, ensuring residents receive efficient and accurate assistance. The 311 call center supervisor manages daily operations, coordinates with city departments, handles emergencies, and maintains system performance. The goal is to offer reliable and timely information, enhancing public satisfaction with city services.

Job Duties and Responsibilities

Supervise 311 Call Center operations during assigned shifts, including evenings and weekends.

Facilitate daily staff huddles to ensure accurate and up‑to‑date information.

Determine action for atypical situations, both emergency and non‑emergency, including COOP responsibilities, staffing coordination, and expediting departmental concerns.

Interpret policies, City Ordinances, Council actions, and State laws for customers and the public.

Identify and resolve coordination issues with City departments, creating practical solutions.

Collaborate with subject matter experts across over 20 departments and their divisions.

Assess and handle escalated situations, resolving complex customer service and administrative problems.

Investigate service delivery complaints and recommend improvements.

Participate in the management team to develop and implement departmental business plans and goals.

Manage service level action plans, work schedules, and staffing, maintaining attendance records.

Provide direct public interaction, including information, questions, and complaint resolution.

Review performance measures and take action to meet or exceed goals.

Evaluate and develop employee performance, providing feedback, training, and disciplinary actions as needed.

Prepare and facilitate hiring, training, and development of 311 Customer Service Agents.

Maintain operational procedures manuals for all emergency and non‑emergency situations.

Respond to complaints from the public and City officials.

Structure work assignments and decide duty allocations for subordinates.

Write, update, and maintain employee policies and procedures.

Monitor and troubleshoot equipment issues.

Conduct quality assurance reviews and take corrective actions as necessary.

Relieve subordinates for breaks and assist in operational functions when needed.

Answer operational and procedural questions for internal and external customers.

Coordinate, assign staff, and attend community and outreach events on behalf of the department.

Working Conditions

Regular Indoor Office Setting

Required Qualifications

MINIMUM EDUCATION: An Associate's degree.

MINIMUM EXPERIENCE: Three to five years of related experience.

EQUIVALENCY: An equivalent combination of education and highly related experience in a similar environment may be considered.

LICENSES/CERTIFICATIONS: Valid Driver's License to operate City vehicles.

Selection Process

The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions.

Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.

Background Check

The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.

Drug

and Alcohol Testing

All job applicants must pass a pre‑employment drug and alcohol test once a conditional offer of employment has been…


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