Floor Supervisor, Management

The 311 Floor Supervisor is a front-line operational leader responsible for supporting the effective day-to-day operation of the City's 311 Contact Center. Reporting to the 311 Contact Center Manager, the Floor Supervisor provides real-time operational direction, guidance, and support to Customer Service Representatives (CSRs) serving members of the public, City employees, and other customers through telephone, email, live chat, in-person, mobile, online, and other supported service channels.

The Floor Supervisor monitors contact center activity and service demands, including queue conditions, staffing coverage, customer wait times, workload, and other operational indicators. The position identifies and responds to real-time operational issues, helps maintain appropriate coverage, assists staff during periods of high volume or unusual demand, and escalates significant operational concerns to the 311 Contact Center Manager.

The Floor Supervisor serves as a primary operational resource for CSRs and provides ongoing support, mentoring, and guidance to both new and experienced employees. The position supports employee onboarding and development by reinforcing established customer service standards, City service knowledge, procedures, technology systems, and the City’s Accurate, Courteous, and Easy (ACE) service philosophy.

The Floor Supervisor serves as a primary point of escalation for complex, sensitive, or unresolved constituent interactions. The position researches issues, determines appropriate next steps, coordinates with City departments and other resources, and ensures that appropriate documentation and follow-up occur.

The Floor Supervisor maintains a high level of knowledge regarding City programs, services, policies, procedures, work-order processes, and technology systems necessary to support effective 311 operations. The position works closely with the 311 Contact Center Manager, Service Operations, Quality Assurance, training resources, City departments, IT staff, and the City's after-hours 311 service provider to promote consistent and effective service delivery.

The Floor Supervisor is expected to exercise sound judgment, maintain professionalism in high-volume and challenging situations, communicate effectively with staff and City partners, and serve as a positive role model for the 311 Contact Center.

The Floor Supervisor provides operational leadership and coaching to CSRs but does not replace the personnel-management responsibilities of the 311 Contact Center Manager. Formal performance management, disciplinary action, and other personnel matters remain under the direction of the Contact Center Manager and applicable City policies and collective bargaining agreements.

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Operational Leadership and Escalation

• Provide day-to-day operational leadership and support to the 311 Contact Center, including monitoring queue activity, workload, staffing coverage, service demands, and other operational conditions. Identify and address real-time operational issues and escalates significant or recurring concerns to the 311 Contact Center Manager.
• Provide real-time guidance, coaching, and assistance to Customer Service Representatives to support consistent, accurate, courteous, and easy service delivery. Identify operational, procedural, or training issues and communicate them to the appropriate manager or functional lead.
• Serve as a primary point of escalation for…