Job Description

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.

Responsibilities include, but are not limited to:

• Providing day-to-day leadership and strategic oversight of Call Center operations under general direction from the 311 Director.
• Managing and monitoring Call Center staff and resources to anticipate and plan for future needs, and to timely and effectively achieve goals within budget allocations.
• Overseeing operational planning, staffing models, scheduling and workload management to meet service expectations and incident-specific demands (such as during inclement weather conditions or to support the City’s emergency response and recovery efforts) across multiple shifts.
• Overseeing the supervision, coaching, professional development and coordination of Call Center customer service and administrative staff to ensure effective management, the highest standards of customer service, and meaningful support of staff success.
• Leading recruitment, onboarding, training, coaching and performance management processes for all subordinate and Call Center staff.
• Recommending, effectuating and monitoring performance metrics, service-level agreements and key performance indicators for the Call Center.
• Recommending and implementing Call Center policies, programs, priorities, objectives, operational efficiencies and ongoing system improvements to achieve the short- and long-term goals of the organization.
• Designing and overseeing quality assurance programs and staff to ensure accuracy, consistency and professionalism in customer interactions.
• Using data analysis, customer feedback and call monitoring to identify trends, implement service improvements, support partner City departments in service delivery, and drive important City initiatives and programs.
• Partnering closely with the other deputy director to align Call Center operations with service request workflows and system enhancements, and leverage technology and telephony systems to support Call Center staff in the effective delivery of services and information to the public.
• Collaborating with City departments and external partners to resolve service issues, identify and implement City priorities and initiatives, and use systems and data to better support effective and efficient delivery.
• Advising the SF311 Director on strategic planning, process improvements, budget development and operational policy for SF311.
• Preparing reports, briefings and presentations for the Director, City Administrator, elected officials and stakeholders to inform policy decisions, resource allocation, priorities and initiatives, operational strategy, etc.
• Representing SF311 before policymakers, elected officials, public bodies, agency directors and other stakeholders when requested.
• Representing SF311 in legal processes and proceedings as needed.
• Participating in the City’s disaster response and recovery activities as necessary.

Qualifications

** IMPORTANT - HOW TO APPLY:**

Please submit a cover letter and resume explaining why and how you believe you are the ideal candidate, specifically whether and how you also meet the minimum qualifications AND specifically whether and how you meet the desirable qualifications as listed below.

_ MINIMUM QUALIFICATIONS:_

Six (6) years of progressively responsible experience performing high-level management work in customer service center operations; of which three (3) years must be directly supervising customer service or call center staff.

Substitution: Additional qualifying work experience as described above may be substituted for the required education on a year-for-year basis (30 semester/ 45 quarter units equals one year).

** DESIRABLE QUALIFICATION:**

• Experience in overseeing and managing a public-facing customer service call center in the public sector.
• Experience in overseeing and managing a large public-facing high-volume customer service call center.
• Experience in specialized training in areas such as customer service center workforce management, quality assurance and/or customer relationship management (CRM) software.
• Demonstrated experience in fostering language access in public-facing call center service delivery.
• Experience in implementing large-scale call center technologies.

** VERIFICATION OF EDUCATION AND EXPERIENCE:**

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included on your SmartRecruiters application by the filing deadline. Information must be entered into the SmartRecruiters applicant tracking system under the headings for Experience and Education. Leaving these sections blank and attaching a resume in lieu of completing the Experience and Education sections may cause your application to be rejected.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility or disqualification.

_ SELECTION PROCEDURES:_

Applications will be reviewed in relation to the minimum qualifications and the needs of the Department. Applicants meeting the minimum qualifications are not guaranteed advancement to an interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.

• Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

Additional Information

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from notification@careers.sf.gov that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

_ HOW TO APPLY:_

This recruitment is considered open until filled, though candidates are encouraged to express interest early in the process. For first consideration, please submit your application by 11:59pm on Sunday, February 22, 2026.

Your application MUST include a cover letter and resume explaining why and how you believe you are the ideal candidate, specifically whether and how you also meet the minimum qualifications AND specifically whether and how you meet the desirable qualifications as listed in the job posting.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

You may contact Jason Wong via email at jason.wong3@sfgov.org with questions regarding this opportunity.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.