This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

• Direct and coordinate the operations and activities of the call center and service center; a customer service facility engaged in receiving, processing, and tracking public interactions for information and requests for government services.
• Formulate long-range plans and policies based on customer service processing needs and statistical work and operational trends.
• Supervise four 311 Service Center Supervisors.
• Supervise and monitor the work of 311 Service Center personnel during all assigned shifts.
• Structure work assignments for subordinates and direct and/or authorize the re-development of subordinate staff between work shifts to cover public peak work load demands.
• Provide oversight in the production of work schedules; scheduling assignments, replacing late or absent employees to maintain staffing levels and maintaining attendance records.
• Resolve complex administrative and customer service problems.
• Decide on course of action in emergency and non-emergency atypical situations and develop plans for such contingencies.
• Answer operational and procedural questions that are not documented in the system and ensure that documentation is updated.
• Develop departmental operational policies and procedures for customers, the public and others.
• Advise supervisors on and recommend changes to administrative, organizational and customer service policies and operations.
• Review investigations of complaints on service delivery; consider recommendations made by investigators and follow up appropriately with optimal performance improvement efforts.
• Review 311 service center performance measures and initiate/implement actions to attain goals.
• Develop and implement customer service administrative policies.
• Oversee, monitor, review and evaluate the performance and operation of Center telephonic, computer equipment, and systems.
• Represent the 311 Service Center at meetings with government officials, citizens and community groups and professional organizations.
• Hiring staff for Call Center and Service Center and promotional opportunities
• Respond to grievances. Having familiarity with the AFSME contract as well as Civil Service Rules for non-represented staff.
• Responsible for Performance Management issues including writing performance appraisals for direct reports and ensuring all staff receive appraisals., progressive discipline, and release of staff.
• Monitor COMET position management reporting and make changes or adjustments when necessary.

Minimum Education:
Bachelor’s degree in business administration, a related field or equivalent.

Minimum Experience:
Five years of related experience.

• Ability to plan and prioritize work, supervise, manage, and make decisions.
• Strong supervisory skills and ability to effectively coordinate and provide leadership to diverse teams and organizational improvement efforts.
• Management skills and ability to delegate tasks and measure performance.
• Good leadership skills, interpersonal relations skills, analytical skills, customer service/public relations skills and data assimilation skills.
• Ability to critically review the work of others and give recommendations and technical assistance for improvement.
• Considerable knowledge of departmental policies and practices.
• Excellent oral and written communications skills and good interpersonal and negotiation skills.
• Knowledge of office procedures, principles of administration, organizational structures, and unit coordination.
• Knowledge of the use of IT systems, including the use of appropriate software and applications.
• Ability to exercise tact in dealing with sensitive situations and exercise good judgment and discretion regarding sensitive/confidential information.

Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page.

New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements.

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.

• Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
• Deferred compensation: Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

• Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
• Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs-such as qualified parking and van pool expenses-with pre-tax dollars