Contact Center Supervisor (UAR Supervisor I)

City of Seattle; Seattle (WA); On-site; USD 63,000 - 74,000; Full time

Job summary

City of Seattle is seeking a Contact Center Supervisor (UAR Supervisor I) to lead a fast-paced, metrics-driven team within the Seattle Public Utilities Customer Care Division. The role requires coordinating 10–15 representatives and supporting 80+ staff, ensuring excellent customer service and swift issue resolution.

Office-based with on-call and possible overtime. The ideal candidate has leadership experience, strong communication, and a proactive mindset to drive improvements while maintaining

Qualifications

• Experience leading teams, including virtual and in-person settings.
• Strong customer service orientation with proven performance.
• Ability to drive staff development and performance improvement.

Responsibilities

• Lead a team of 10-15 Contact Center Representatives and support 80+ staff.
• Ensure adherence to performance metrics and quality assurance results.
• Provide guidance on handling escalated customer inquiries and policy explanations.
• Coordinate staffing and on-call emergency coverage, including weekends.
• Assist in optimizing operations and delivering timely customer referrals and information.

Skills

Leadership

Customer service

Virtual teams

Change management

Tools

SharePoint

PowerPoint

Excel

Job description

This position requires the successful candidate to work onsite from Monday to Friday and will have high probability of being required to work the closing shifts (9:10 am- 6:10 pm). Teleworking options are not available.

An essential function of this role is the ability to respond to after-hours emergencies. Accordingly, the successful candidate must be able to commute to the office within one hour, as needed.

We’re looking for an experienced supervisor who leads and supports virtual teams, delivers excellent customer service, and guides employees through change. This role requires initiative, the ability to work independently, and ownership of projects and initiatives from start to finish.

Our ideal candidate thrives in a digital-first environment and gets excited about using technology to make work easier, smarter, and more connected. In this role, you’ll be the go-to person who can confidently navigate modern tools - whether that’s helping staff troubleshoot simple application or computer issues remotely, organizing information through SharePoint, creating clean and compelling materials in PowerPoint, or using Excel to make data meaningful. As Seattle Public Utilities (SPU) continues to modernize and move more of our systems online, this is a great opportunity for someone who enjoys learning new tools, shaping how we use technology, and helping staff feel empowered along the way.

The Customer Care Division of Seattle Public Utilities is seeking an experienced Contact Center Supervisor (UAR Supervisor I)for the Utility Contact Center who can thrive in a fast-paced environment utilizing their critical thinking and leadership abilities.

The Customer Care Division is a metrics-driven team committed to delivering world class customer service and ensuring outstanding customer satisfaction. The Contact Center Supervisor will lead a team of 10-15 Contact Center Representatives but is also responsible for helping to support all 80+ Contact Center Representatives alongside other supervisors.

This leader is responsible for meeting performance metrics, and delivering outstanding customer service for both SPU and Seattle City Light (SCL) customers. The Contact Center Supervisor will report to the Contact Center Operations Manager.

About Seattle Public Utilities:

Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,500 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

For more information about Seattle Public Utilities (SPU), check out the:

• SPU Website
• SPU Workplace Expectations
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Why join our team?

We know work isn't only about what you do, it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Hybrid work schedule opportunities
• Family-friendly and multicultural work environment
• Generous benefits package
• Free Orca Pass
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

• Ensure continuous process improvements throughout the division while providing leadership, direction, and motivation to staff
• Use quality assurance results and activity reports to identify staff development needs, then address them through coaching and tailored training plans.
• Monitor calls to ensure customer satisfaction, confirm proper diagnosis of customer concerns/inquiries, and determine a direct and thorough path to resolution
• Provide guidance to team members on managing difficult or escalated customer inquiries.
• Handle complex customer inquiries and clearly communicate policies and business practices for the City’s electricity, water, solid waste, wastewater, and drainage utilities.
• Coordinate with Workforce Management and fellow Contact Center Supervisors to ensure optimal staffing levels.
• Provide on-call emergency support, including opening the Contact Center during power outages as requested by Seattle City Light, which may require overtime or weekend work, along with other assigned duties and backup responsibilities.
• Provide information and referrals concerning utility programs and services to internal and external customers, in person, by phone or email

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Experience: Four (4) years progressively responsible collection and billing, administrative and analytical work. The experience should provide a background in problem resolution, including one (1) year of lead or supervisory experience.

Desired Qualifications:

• Three plus (3+) years of lead or supervisory experience with demonstrated success in leading teams both virtually and in person
• An excellent track record in supporting team performance and a strong background in delivering customer satisfaction through direct contact with the public
• Proven ability in meeting or exceeding performance metrics and have experience working with billing, customer service, and contact center systems/applications/software
• Background leading initiatives or projects

Workplace Schedule/Environment:

• Shifts are assigned through a supervisor shift bid, with a high likelihood of Monday-Friday closing shift (9:10am-6:10pm). Schedules may vary based on operational needs.
• Required to provide after-hours on-call coverage on a rotating basis, including weekends and holidays. Must be able to report to the office within one hour when needed.
• Worksite is at the Seattle Municipal Tower. No hybrid or telework options.

Who may apply:

The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

The full hourly range for this position is $45.94 - $53.77

Background Check: This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits