Supervisor, 311 Call Center

About You
To be considered for this role, you must have the following: 

2-year associate's degree with 2+ years of related professional experience.
OR: Minimum of a High School diploma with 4+ years of related professional experience.
Must have a minimum of 1 year of supervisory experience (please note that lead worker or acting in a supervisory capacity may be counted).
Valid Florida driver's license by date of hire.

APPLY TODAY:  https://scgov.wd5.myworkdayjobs.com/en-US/SCGOV/job/Supervisor--311-Call-Center_R20694

The ideal candidate has the following knowledge, skills, and/or abilities: 

Please note that these are not requirements but bonuses for your consideration.

Bachelor’s degree from an accredited college or university preferred.
Previous leadership experience in a contact center or similar customer service environment.
Strong communication skills with the ability to build and maintain effective working relationships.
Proven ability to exercise sound independent judgment and handle complex, sensitive, or challenging situations professionally and tactfully.
Skilled in interpreting and applying policies and procedures, organizing work, and preparing clear, comprehensive reports.
 

Subject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment for a period of five years.

Physical Demands: Employees in this role must occasionally lift and/or move up to 10 lbs.

About Everything Else
Starting Pay: $64,833.60 

APPLY TODAY:  https://scgov.wd5.myworkdayjobs.com/en-US/SCGOV/job/Supervisor--311-Call-Center_R20694

Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).

About the Position
In this role, you will be responsible for...

Team Leadership & Daily Operations:

Provide real-time support and supervision to Customer Service Representatives, including handling escalated customer issues and ensuring quality service through call monitoring and coaching.
Monitor individual and team performance, provide ongoing feedback, and partner with leadership on performance management, evaluations, and disciplinary actions as needed.
Ensure operational consistency by reviewing timesheets, supporting payroll deadlines, and fostering a positive, high-performing team environment.
 

Emergency Response & Communication:

Support and lead CSRs during Emergency Operations Center (EOC) activations, ensuring continuity of service during high-pressure situations.
Coordinate communication between the Call Center, Situation Room, and Joint Information Center (JIC) to ensure accurate and timely information flow.
Keep staff informed of organizational updates that impact service delivery and customer experience.
 

Projects, Improvement & Administrative Support:

Support continuous improvement efforts, including fraud prevention, audits, compliance and survey reviews, and enhancements to contact center processes.
Contribute to employee recognition programs, cross-training opportunities, and development initiatives to support team growth.
Assist with administrative needs such as maintaining schedules and calendars, submitting IT and equipment requests, and supporting reporting or scorecard development.
 

About the Schedule
Work Hours:

Full-time, 40 hours per week.
Typical Schedule: Monday - Friday, 08:00 a.m. to 05:00 p.m.
 

As a reminder, all county employees are considered essential and must be prepared to protect and support the community and its citizens. Each employee, without exception, will have a duty assignment and be required to work during a disaster or declared emergency.