SF311 Call Center Manager

SF311 is seeking an experienced, strategic and service-oriented Call Center Manager to serve as one of two Deputy Directors supporting the SF311 Director. Under general direction, the Call Center Manager manages Call Center operations, workforce performance, quality assurance and customer experience outcomes. The position partners closely with the deputy director overseeing SF311’s technical systems to ensure seamless end-to-end service delivery. The Call Center Manager is ultimately responsible for ensuring that the Call Center delivers effective, timely, accurate, professional, accessible, equitable and culturally-competent customer service to all San Francisco residents, businesses and visitors consistent with SF311’s mission and goals, and in furtherance of Citywide priorities and initiatives.