311 Floor Supervisor

The 311 Floor Supervisor is a front-line operational leader responsible for supporting the effective day-to-day operation of the City's 311 Contact Center. Reporting to the 311 Contact Center Manager, the Floor Supervisor provides real-time operational direction, guidance, and support to Customer Service Representatives (CSRs) serving members of the public, City employees, and other customers through telephone, email, live chat, in-person, mobile, online, and other supported service channels.

The Floor Supervisor monitors contact center activity and service demands, including queue conditions, staffing coverage, customer wait times, workload, and other operational indicators. The position identifies and responds to real-time operational issues, helps maintain appropriate coverage, assists staff during periods of high volume or unusual demand, and escalates significant operational concerns to the 311 Contact Center Manager.

The Floor Supervisor serves as a primary operational resource for CSRs and provides ongoing support, mentoring, and guidance to both new and experienced employees. The position supports employee onboarding and development by reinforcing established customer service standards, City service knowledge, procedures, technology systems, and the City’s Accurate, Courteous, and Easy (ACE) service philosophy.

The Floor Supervisor serves as a primary point of escalation for complex, sensitive, or unresolved constituent interactions. The position researches issues, determines appropriate next steps, coordinates with City departments and other resources, and ensures that appropriate documentation and follow-up occur.

The Floor Supervisor maintains a high level of knowledge regarding City programs, services, policies, procedures, work-order processes, and technology systems necessary to support effective 311 operations. The position works closely with the 311 Contact Center Manager, Service Operations, Quality Assurance, training resources, City departments, IT staff, and the City's after-hours 311 service provider to promote consistent and effective service delivery.

The Floor Supervisor is expected to exercise sound judgment, maintain professionalism in high-volume and challenging situations, communicate effectively with staff and City partners, and serve as a positive role model for the 311 Contact Center.

The Floor Supervisor provides operational leadership and coaching to CSRs but does not replace the personnel-management responsibilities of the 311 Contact Center Manager. Formal performance management, disciplinary action, and other personnel matters remain under the direction of the Contact Center Manager and applicable City policies and collective bargaining agreements.

• Provide day-to-day operational leadership and support to the 311 Contact Center, including monitoring queue activity, workload, staffing coverage, service demands, and other operational conditions. Identify and address real-time operational issues and escalate significant or recurring concerns to the 311 Contact Center Manager.
• Provide real-time guidance, coaching, and assistance to Customer Service Representatives to support consistent, accurate, courteous, and easy service delivery. Identify operational, procedural, or training issues and communicate them to the appropriate manager or functional lead.
• Serve as a primary point of escalation for complex, sensitive, or unresolved constituent interactions. Research issues, determine appropriate next steps, coordinate with City departments and other resources, and ensure necessary follow-up and documentation are completed.
• Maintain proficiency in all core 311 customer service functions and provide direct constituent service through supported channels, including telephone, email, live chat, in-person, and other channels, as operational needs require.
• Provide day-to-day operational support in the absence of the 311 Contact Center Manager and communicate significant operational, staffing, service, or customer-related issues to the Manager or appropriate department leadership. Formal personnel actions, including performance management and discipline, remain under the direction of the 311 Contact Center Manager and applicable City policies and collective bargaining agreements.
• Communicate daily operational updates, priorities, service issues, staffing considerations, and other relevant information to CSRS and management as appropriate.
• Maintain timely and accurate operational documentation, including shift notes, escalations, service issues, staffing concerns, and other information necessary to support continuity between shifts and management team

• Coordinate with the City's off-site 311 night, weekend, and holiday service provider to support continuity and consistency of 311 operations and ensure adherence to the City's Accurate, Courteous, and Easy (ACE) service standards.
• Communicate operational issues, service concerns, technology problems, and other matters requiring follow-up between the off-site provider and City staff. Escalate significant or recurring issues to the 311 Contact Center Manager.

• Provide accurate guidance to CSRs, City employees, and customers regarding applicable City procedures, administrative policies, regulations, service standards, reference materials, and other authoritative sources.
• Maintain and apply comprehensive knowledge of City programs, services, procedures, and 311 workflows to support effective resolution of constituent inquiries and service requests.
• Identify recurring questions, service issues, workflow challenges, and gaps in available information and communicate recommendations for improvement to the appropriate manager or department.
• Work collaboratively with Quality Assurance to identify recurring service, knowledge, procedural, or performance issues and support appropriate coaching, training and operational improvements.

• Demonstrate strong interpersonal and communication skills when working with constituents, City employees, vendors, and 311 staff. Exercise sound judgment, discretion, and professionalism when addressing difficult, sensitive, or escalated situations.
• Remain composed and effective in a high-volume contact center environment, including during periods of increased demand, service disruptions, emergencies, or other circumstances requiring rapid assessment and response.
• Respond appropriately to declared emergencies and other situations requiring additional operational support, consistent with City policies, departmental procedures, and applicable collective bargaining agreements.

Work a flexible schedule within the operational needs of the 311 Contact Center, Monday through Friday between 8:00 a.m. and 6:00 p.m. (7:30 p.m. on Thursdays). The position may be required to work additional hours, including during declared emergencies or other critical operational situations, in accordance with City policies or department needs.

Education and Experience High school diploma or GED required, Associate’s or Bachelor’s degree is a plus; 2-5+ years’ experience in customer service operations, call center, and/or communications required, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job.

Must possess and maintain a valid driver’s license or the ability to get to and from city hall unassisted, even during inclement weather as needed.

Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact the ADA Coordinator at 617-625-6600 x 2059 or ADA@somervillema.gov.

Pre-Employment Requirements for All Employees:

• MA Criminal Offender Record Information (CORI) clearance
• Completion of Conflict-of-Interest Law Education training for municipal employees

• 4 weeks annual vacation for non-union positions. Union positions vary by contract. Please note, police officers are members of the SPEA union. Public Health Nurses are part of Union A (SMEA).
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
• Dental coverage low and high plans through Cigna
• Vision care through Vision Service Plan (VSP)
• Long term disability through Sun Life
• Group and voluntary life insurance through Boston Mutual
• Health Care and Dependent Care flexible spending through Benefit Strategies
• Deferred compensation plans through a choice of three vendors
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
• Annual cancer screening & wellness release
• Somerville Retirement Pension System
• Tuition reimbursement
• MBTA pass program
• FREE Blue Bikes membership
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF)