New

311 Call Center Supervisor

City of Minneapolis
$96,710.00 - $113,135.00 Annually
medical insurance, dental insurance, life insurance, parental leave, vacation time, paid holidays, sick time, retirement plan, pension
United States, Minnesota, Minneapolis
Feb 09, 2026
Position Description * This position is restricted to current employees within the 311 Service Center Department* The mission of this position is to provide top-notch customer service, ensuring residents receive efficient and accurate assistance. The 311 call center supervisor manages daily operations, coordinates with city departments, handles emergencies, and maintains system performance. The goal is to offer reliable and timely information, enhancing public satisfaction with city services. Job Duties and Responsibilities Supervise 311 Call Center operations during assigned shifts, including evenings and weekends. Facilitate daily staff huddles to ensure accurate and up-to-date information. Determine action for atypical situations, both emergency and non-emergency, including COOP responsibilities, staffing coordination, and expediting departmental concerns. Interpret policies, City Ordinances, Council actions, and State laws for customers and the public. Identify and resolve coordination issues with City departments, creating practical solutions. Collaborate with subject matter experts across over 20 departments and their divisions. Assess and handle escalated situations, resolving complex customer service and administrative problems. Investigate service delivery complaints and recommend improvements. Participate in the management team to develop and implement departmental business plans and goals. Manage service level action plans, work schedules, and staffing, maintaining attendance records. Provide direct public interaction, including information, questions, and complaint resolution. Review performance measures and take action to meet or exceed goals. Evaluate and develop employee performance, providing feedback, training, and disciplinary actions as needed. Prepare and facilitate hiring, training, and development of 311 Customer Service Agents. Maintain operational procedures manuals for all emergency and non-emergency situations. Respond to complaints from the public and City officials. Structure work assignments and decide duty allocations for subordinates. Write, update, and maintain employee policies and procedures. Monitor and troubleshoot equipment issues. Conduct quality assurance reviews and take corrective actions as necessary. Relieve subordinates for breaks and assist in operational functions when needed. Answer operational and procedural questions for internal and external customers. Coordinate, assign staff, and attend community and outreach events on behalf of the department. WORKING CONDITIONS: Regular Indoor Office Setting Required Qualifications MINIMUM EDUCATION: An Associate's degree. MINIMUM EXPERIENCE Three to five years of related experience. EQUIVALENCY An equivalent combination of education and highly related experience in a similar environment may be considered. LICENSES/CERTIFICATIONS: Valid Driver's License to operate City vehicles. SELECTION PROCESS The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process. BACKGROUND CHECK The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Drug and Alcohol Testing All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position. UNION REPRESENTATION This position is not represented by a collective bargaining agreement. For more information, please visit: Labor Agreements - City of Minneapolis. ELIGIBLE LIST STATEMENT The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire one (1) month after it has been established. INTERVIEW SELECTION The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position. Knowledge, Skills and Abilities Ability to work under pressure and in ambiguity, multi-tasking, and adjusting focus at a moment's notice while maintaining attention to detail and all work tasks. Extensive knowledge of communications and telephone procedures; non-emergency service procedures; and computer console operations for non-emergency communications. Extensive knowledge of functions and services of City departments and geographic areas within city limits. Knowledge necessary to operate and maintain computer hardware, printers, 311 telephone hardware and software, audio recording equipment, and two-way radio equipment. Ability to adapt to new and changing software systems and provide guidance to staff. Familiarity with 911 procedures, software, and policies. Good reading/comprehension skills and the ability to sift through extensive information to find necessary answers. Knowledge of how to access information for common and routine citizen questions via the City Intranet, Internet, CRM system, and ability to launch service requests. Some knowledge of business process analysis and CRM configuration procedures. Ability to analyze situations to determine services or information needed, resolve problems and confusion, compose and edit written correspondence, and produce and maintain complex records, reports, statements, policies, procedures, evaluations, etc. Strong problem-solving and conflict resolution skills. Ability to remain calm in stressful situations and deal with abusive citizens. Excellent listening skills and ability to learn quickly and adapt. Strong cultural agility and interpersonal communication skills. Ability to promote and foster these skills in staff. As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis. The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.