SFCall Center Manager ADM

Overview

Company description and job posting information for the SF311 Call Center Manager role. This position is part of the Office of the City Administrator in the City and County of San Francisco. The recruitment is open until filled with a first consideration date of February 22, 2026.

Fill Type: Permanent Exempt. This is an exempt position excluded by the Charter from the competitive Civil Service examination process, pursuant to the City and County of San Francisco Charter Section 10.104. It is considered at will and serves at the discretion of the Appointing Officer.

Compensation information: $88.0500 - $112.3875 (hourly) / $183,144 - $233,766 (annually) (Range

A).

The Office of the City Administrator coordinates with its divisions and departments to provide internal and public-facing services in San Francisco. SF311 serves as the Citys central information and customer services hub, providing general information and access to government services 24 hours a day. SF311 has an operating budget and staffing to support citywide service delivery and may adopt a hybrid work schedule.

Mission and Vision: To lead public administration and enable City departments to deliver critical public services, connect residents to vital services, and foster a diverse work culture committed to public service.

SF311 serves residents, visitors and businesses by providing information and access to city services. It collects data on city service needs, response times and customer satisfaction.

SF311 is seeking an experienced, strategic and service-oriented Call Center Manager to serve as one of two Deputy Directors supporting the SF311 Director.

Under general direction, the Call Center Manager manages call center operations, workforce performance, quality assurance and customer experience outcomes. The manager partners with the deputy director overseeing SF311’s technical systems to ensure seamless end-to-end service delivery. The role is responsible for delivering effective, timely, accurate, professional, accessible, equitable and culturally competent customer service consistent with SF311s mission and goals.

Responsibilities include, but are not limited to:

• Provide day-to-day leadership and strategic oversight of Call Center operations under general direction from the 311 Director.
• Manage and monitor Call Center staff and resources to anticipate future needs and achieve goals within budget.
• Oversee staffing models, scheduling and workload management to meet service expectations across multiple shifts, including inclement weather and emergency response scenarios.
• Oversee supervision, coaching, professional development and coordination of Call Center staff to ensure high standards of customer service.
• Lead recruitment, onboarding, training, coaching and performance management for all staff.
• Recommend, implement and monitor performance metrics, SLAs and KPIs for the Call Center.
• Recommend and implement policies, programs, priorities, objectives and system improvements to meet organizational goals.
• Design and oversee quality assurance programs to ensure accuracy and professionalism in customer interactions.
• Use data analysis and customer feedback to identify trends and drive service improvements and city initiatives.
• Collaborate with other deputy directors to align operations with service request workflows and technology systems.
• Partner with City departments and external partners to resolve issues and support city priorities.
• Advise the SF311 Director on strategic planning, process improvements, budget development and operational policy.
• Prepare reports, briefings and presentations for the Director, City Administrator, elected officials and stakeholders.
• Represent SF311 before policymakers and stakeholders when requested, and participate in disaster response and recovery activities as needed.

Minimum Qualifications:

Six (6) years of progressively responsible experience in high-level management of customer service center operations; at least three (3) years of direct supervision of customer service or call center staff. Substitution: additional qualifying work…