311 Center Supervisor — 24/7 Service Leader

City of Sacramento; Sacramento (CA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

The City of Sacramento is seeking a qualified candidate to supervise the 311 Center, ensuring top-tier customer service across multiple channels. The role requires leadership of staff, adherence to policies, and effective coordination with City departments and the public.

You will analyze performance metrics, drive process improvements, and provide guidance on complex inquiries while maintaining service quality and responsiveness in a fast-paced environment.

Qualifications

• Four years of customer service experience in a call center environment, including two years of advanced journey, lead, or supervisory experience.
• High School diploma or GED equivalent.
• Ability to reside in the Sacramento region or regularly report to a City of Sacramento worksite with little notice.

Responsibilities

• Supervise daily operations of the City’s 311 Center and ensure accurate, efficient, high-quality customer service across channels.
• Oversee staff performance, training, scheduling, quality assurance, and dispatch operations.
• Analyze operational data and performance metrics to identify trends and drive improvements to service delivery.
• Serve as liaison with City departments and the public, supporting continuous improvement and community outreach.
• Respond to escalated calls and inquiries, resolving issues or routing to appropriate staff.

Skills

Leadership

Supervisory

Customer service

Call center

Data analysis

Communication

Education

High School diploma or GED

Job description

The City of Sacramento is seeking a qualified candidate to supervise the 311 Center, ensuring top-tier customer service across multiple channels. The role requires leadership of staff, adherence to policies, and effective coordination with City departments and the public.

You will analyze performance metrics, drive process improvements, and provide guidance on complex inquiries while maintaining service quality and responsiveness in a fast-paced environment.