311 Floor Operations Lead (Remote/Hybrid)

City of Somerville; Somerville (MA); Hybrid; USD 75,000 - 78,000; Full time

Benefits offered by this job

4 weeks annual vacation

Job summary

The City of Somerville is seeking a 311 Floor Supervisor to lead the 311 Contact Center operations and guide Customer Service Representatives in delivering accurate, courteous, and efficient service across all channels. The role reports to the 311 Contact Center Manager and focuses on real-time monitoring, staff support, and issue escalation.

Qualifications include a high school diploma or GED, and 2–5+ years in customer service or call-center environments; an Associate’s or Bachelor's degree is

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree a plus.
• 2–5+ years’ experience in customer service operations, call center, or communications.

Responsibilities

• Provide day-to-day operational leadership and support to the 311 Contact Center, monitoring queue activity and staffing.
• Coach CSRs to ensure accurate, courteous, and easy service delivery.
• Serve as primary escalation point for complex constituent interactions and coordinate follow-up.

Skills

Leadership

Communication

Call center operations

Emergency response

Education

High school diploma or GED

Associate or Bachelor’s degree a plus

Tools

CRM systems

MS Office (Word, Excel, PowerPoint)

MS Teams

Job description

The City of Somerville is seeking a 311 Floor Supervisor to lead the 311 Contact Center operations and guide Customer Service Representatives in delivering accurate, courteous, and efficient service across all channels. The role reports to the 311 Contact Center Manager and focuses on real-time monitoring, staff support, and issue escalation.

Qualifications include a high school diploma or GED, and 2–5+ years in customer service or call-center environments; an Associate’s or Bachelor's degree is