Customer Service Supervisor - Call Center Leader

City of Dallas; Dallas (TX); On-site; USD 39,000 - 47,000; Full time

Job summary

City of Dallas is seeking a Supervisor-Customer Service to oversee the Call Center team, ensuring top-tier service to City customers. You will supervise staff, coordinate shifts, and drive performance while implementing policies and training to maintain high standards.

The role requires strong leadership, experience in a call center environment, and the ability to manage workflow, coach employees, and resolve complex customer issues with professionalism.

Qualifications

• Minimum of a high school diploma or GED.
• Five years of customer service experience, including in-person interactions.
• Two years of leadwork or supervisory responsibilities.
• Equivalency: an associate degree plus three years of required experience, with one year in a lead/supervisory role.

Responsibilities

• Supervises, plans, coordinates, and evaluates the work of customer service staff in the Call Center.
• Interviews, evaluates, and makes selections for positions; handles discipline and grievances.
• Trains and counsels new hires and current representatives on City departments to ensure excellent service.
• Develops long-range plans and schedules to provide effective customer service strategies; adjusts priorities and resources.
• Communicates policies; ensures 311 staff are aware of changes; reviews work for quality; evaluates performance.
• Oversees call center workflow, delegates tasks, and implements improvements as needed.
• Monitors daily operations to ensure quality service and supports administrative tasks.
• Oversees training and certifications; performs other duties as needed.

Skills

Customer service

Call center knowledge

Supervision

Performance feedback

Meeting coordination

Clear communication

Conflict resolution

Relationship building

Education

High school diploma or GED

Associate degree + 3 years of experience

Job description

City of Dallas is seeking a Supervisor-Customer Service to oversee the Call Center team, ensuring top-tier service to City customers. You will supervise staff, coordinate shifts, and drive performance while implementing policies and training to maintain high standards.

The role requires strong leadership, experience in a call center environment, and the ability to manage workflow, coach employees, and resolve complex customer issues with professionalism.