311 Contact Center Supervisor

Date Opened: Thursday, August 07, 2025 12:00 AM

Close Date: Thursday, August 14, 2025 12:00 AM

Department: Housing & Neighborhood Services Department

Salary: $56,318.00 - $70,398.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The 311 Contact Center Supervisor is a professional, dedicated supervisor who is responsible for coaching, developing, and motivating Customer Service Representatives (CSRs). The 311 Contact Center Supervisor is focused on helping their team provide accurate and efficient customer service, while being supportive, communicative and attentive to their team member’s needs. To view a video about CharMeck 311 use this link: https://www.youtube.com/watch?v=jpVuWRua7ro

Major Duties and Responsibilities:

• Actively engage with representatives daily to ensure CSRs understand and adhere to call center policies, objectives and performance standards.
• Monitor and track attendance for their team
• Coach for improved performance/attendance, and deliver corrective action as appropriate
• Work with internal and external team members to support CSRs and enhance customer satisfaction
• Promote employee satisfaction and provide process improvement suggestions for existing processes
• Complete performance reviews as scheduled
• Serve as the first point of contact for CSR questions and escalations
• Analyze team data and create reports for Operations management
• Monitor agent calls to ensure quality customer service is provided
• Represent Housing & Neighborhood Services at meetings and community events
• Review and approve timesheets weekly
• This position is considered essential. The 311 Contact Center Supervisor may be asked to work when other City offices are closed due to bad weather or other significant events

Knowledge, Skills & Abilities:

• Proficient with technology, particularly Microsoft Office, computer software applications, and telephony systems.

• Excellent verbal and written communication skills

• Skills to address customer complaints and operational issues efficiently

• Demonstrate problem solving, leadership and customer service skills

• Demonstrate the ability to work well under pressure, handle multiple tasks and work effectively and cooperatively in a team environment
• Maintain a high level of confidentiality in relation to documents and information
• Must have strong organizational and decision-making skills

Preferred Qualifications:

Previous experience as a call center supervisor or similar supervisory position

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.