The 311 Center Manager is responsible for planning, directing, and overseeing the County’s enterprise-wide 311 call center operations, ensuring the efficient delivery of information and services to residents and external stakeholders. The 311 Center Manager provides leadership over a diverse team, establishes policies and procedures, and ensures service standards are consistently met while adapting to evolving operational and technological needs.
The position is responsible for evaluating operational performance, implementing improvements, and recruiting staff. The 311 Center Manager oversees daily performance, mentors supervisors and agents and optimizes workflows to ensure an exceptional customer experience. This position is essential in supporting the Department of Emergency Management by ensuring continuity of communication and public access to vital information during emergencies.
