311 Floor Supervisor

Job overview

The 311 Floor Supervisor role is primarily onsite in Somerville, MA, with some remote or hybrid work possible for portions of shifts. The posting states a salary of $75,000–$78,000. The role supports the City of Somerville’s 311 Contact Center and its Accurate, Courteous, and Easy service philosophy. The supervisor provides real-time operational guidance to customer service representatives, monitors service demand and staffing, and handles escalated constituent interactions. The role helps maintain consistent public service across contact channels and supports continuity between the City’s contact center and its after-hours provider.

What you'll do

• Monitor queues, workload, staffing, and service demands
• coach and assist customer service representatives
• research and coordinate complex or unresolved constituent issues
• provide direct service through supported channels as needed
• document shift updates and escalations
• coordinate with the off-site night, weekend, and holiday service provider.

What we're looking for

Skills & competencies

311 floor supervisor

somerville ma

city of somerville

$75k–$78k per year

contact center

customer service

operational leadership

staff coaching

constituent escalations

monday–friday

hybrid work possible

public service

Work arrangement

• Weekend coverage required

Benefits & perks

• Four weeks annual vacation for non-union positions
• medical, dental, and vision coverage
• disability and life insurance
• flexible spending accounts
• deferred compensation
• employee assistance program
• tuition reimbursement
• MBTA pass
• Blue Bikes membership
• Public Service Loan Forgiveness eligibility.

Why this role

The schedule is Monday through Friday between 8:00 a.m. and 6:00 p.m., extending to 7:30 p.m. Thursdays; additional hours may be needed during emergencies.

About the employer

City of Somerville is hiring for this role. Industry: Legislative Bodies. Sector: 92.