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CharMeck 311 Contact Center Supervisor #2211-206300-01

INTERNAL ONLY - Salary Grade 3

Date Opened
Monday, November 28, 2022 8:00 AM
Close Date
Monday, December 12, 2022 9:00 AM
Housing & Neighborhood Services
Employment Type
  • Full Time


The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.  

Housing & Neighborhood Services focuses on creating vibrant, diverse neighborhoods through the delivery of five major service areas: Community Engagement, which works to create successful neighborhoods where people of diverse backgrounds and incomes can build successful lives, Office of Equity, Mobility, and Immigrant Integration, which advances upward mobility, immigrant services, diversity, equity and inclusion, Code Enforcement, which works to improve the appearance of communities and maintain standards of living, Housing Services, which provides housing and other programs and services for families residing in the City of Charlotte, and CharMeck 311, which provides important information and services for customers in the City of Charlotte and Mecklenburg County.




The 311 Contact Center Supervisor is a professional, dedicated supervisor who is responsible for coaching, developing and motivating Customer Service Representatives (CSRs). The 311 Contact Center Supervisor is focused on helping their team provide accurate and efficient customer service, while being supportive, communicative and attentive to their team member’s needs.

Major Duties and Responsibilities

  • Ensure CSRs understand and adhere to call center policies, objectives and performance standards 
  • Monitor and track attendance for their team
  • Coach for improved performance/attendance, and deliver corrective action as appropriate
  • Work with internal and external team members to support CSRs and enhance customer satisfaction
  • Promote employee satisfaction and provide process improvement suggestions for existing processes
  • Effectively and efficiently manage team members, team productivity, skill development and performance
  • Complete performance reviews as scheduled
  • Serve as the first point of contact for CSR questions and escalations
  • Analyze team data and create reports for Operations management
  • Monitor agent calls to ensure quality customer service is provided
  • Represent Housing & Neighborhood Services at meetings and community events
  • Review and approve timesheets weekly
  • This position is considered essential. The 311 Contact Center Supervisor may be asked to work when other City offices are closed due to bad weather or other significant events

Knowledge, Skills & Abilities

  • Proficient with technology, particularly Microsoft Office, computer software applications, and telephony systems
  • Excellent verbal and written communication skills
  • Demonstrate problem solving, leadership and customer service skills
  • Demonstrate the ability to work well under pressure, handle multiple tasks and work effectively and cooperatively in a team environment
  • Maintain a high level of confidentiality in relation to documents and information
  • Must have strong organizational and decision-making skills
  • Fully cross trained (triple skilled) in all CharMeck 311 systems

Preferred Qualification

  • Previous experience as a call center supervisor or similar supervisory position
  • Bilingual skills (Spanish) a plus, but not required.  (Employees must pass a proficiency test to be eligible for an additional 5% bilingual pay)

Minimum Qualifications

High School diploma, or equivalent, with five years of relevant work experience or associate’s degree with three years of relevant work experience.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to


The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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