Onsite Contact Center Supervisor – Lead & Elevate CX

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

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