311 Contact Center Manager Job at San Jose, Santa Clara County, California

311 Contact Center Manager

City of San Jose , California

Job Information 


Information Technology

Senior Level


$103,000.00 - $133,900.00 Annually

Application Deadline 

1st Review - April 6, 2021

No Application Deadline

Recruitment Type 

Open Competitive


About the Department 

The City of San José is creating the civic technology foundation that helps our community thrive!

As the Capital of Silicon Valley and 10th largest city in the nation, the City of San José manages a large array of services and assets. The City operates on a budget of $4.3 billion, with 7,000 employees all serving over a million residents and businesses across 180 square miles.

The City aspires to be as innovative as the community we serve. In that quest, the Information Technology (IT) Team makes its impact through smart uses of technology by our employees and community. IT enables vital services through technology infrastructure, business solutions, cybersecurity, productivity and collaboration tools, the City Customer Contact Center, and expert planning. Services are powered by truly great people, an expansive municipal area network, and a robust technology infrastructure environment.

We promote work-life integration with a focus on growth to bring out the best in our team members. Come join us in making San Jose the most vibrant, equitable, sustainable, and innovative city in America!

Positions & Duties

The Information Technology Department is currently recruiting for a Program Manager for the San Jose 311 City Customer Contact Center (CCCC). The Program Manager will be responsible for supervising and providing oversight for the City’s SJ 311 CCCC, a critical customer service channel for San Jose residents requesting non-emergency City services. This position is accountable for meeting customer satisfaction goals while deploying the effective and efficient use of staffing and process improvement for the call center. The ideal candidate should demonstrate the ability to effectively motivate, train and coach teams to continuously improve upon the City’s commitment to excellent customer service and efficient, effective and equitable delivery of City services. The ideal candidate should also demonstrate the ability to collaborate across all City departments as well as with teams managing other service channels (website, chatbot, virtual agent, mobile application) to provide consistent, high quality customer experience across all channels and devices.

Key duties include but are not limited to:

  • Provides oversight for the CCCC portion of the City's SJ 311 omni-channel approach to efficiently, effectively and equitably respond to resident requests for City services.
  • Supervises, directs and evaluates assigned staff, processes employee concerns and problems, directs work, counsels, disciplines and completes employee performance appraisals. Works with staff to meet performance goals and target for efficiency and quality.
  • Manages schedules including shifts, training, vacation, meetings, overtime, special assignments, etc. to ensure adequate staffing to assist customers and meet performance goals.
  • Ensures staff is trained to receive, document, and process customer inquiries and service requests for various channels such as the telephone, web self-service, mobile app, email, etc.
  • Analyzes data and executes plans to improve upon key measures, including but not limited to customer service, first call resolution, wait times, and calls averted from 911 to assist in improving emergency response times.
  • Manages the recorded announcement menus, call trees, call routings, automated call distribution, and makes changes as necessary based on need and changing circumstances. Develops and implements methods and scripting for the optimization of existing information and messages to respond to citizens.
  • Collaborates with departments across the City to coordinate contact center services and keep current knowledge of city operations, department policies and procedures, and other information required for call center operational integrity and efficiency.
  • Liaises with organizational leaders, elected officials, third parties, and operatives to collect and report information necessary to resolve issues or continuously improve customer service. 
  • Manages relationships and support levels with technology support personnel, call handling system vendor partners, and contracted after-hours support.
  • Formulates long-range plans and policies for the call center based on the analysis of call center statistical data of calls received and operational trends; prepares periodic and special reports to assist management in monitoring and improving the overall operations of the CCCC and ensuring high quality and accurate customer service.
  • Assists in the preparation of the call center budget including personnel, equipment, and supplies; maintains budget records and monitors call center spending throughout the fiscal year.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment. 


The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise – Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. The ideal candidate will also possess a combination of following knowledge and experience:

  • Expertise in call/contact center operations including demonstrated expertise in improving customer service, driving performance through metrics, and optimizing staff and technology tools to improve call center operations and customer experience.
  • Proficiency in customer relationship management (CRM) software, management of call handling solutions, and workforce planning.
  • Demonstrates track record of initiating significant organizational process improvements and organizational change with bottom-line success.
  • Demonstrates the ability to maintain the highest level of confidentiality with administration, public officials and various department leaders as well as citizens.

Customer Service – Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor.

Analytical Thinking – Approaching a problem or situation by using a logical, systematic, sequential approach.

Project Management – Ensures support for projects and implements agency goals and strategic objectives.

Conflict Management – Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people, by presenting the facts, analysis, and conclusions or solutions that show command of content and perspectives and interests of the audience.

Leadership – Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction. 

Change Management – Demonstrates support for innovation and for organizational changes needed to improve the organization's effectiveness; facilitates the implementation and acceptance of change within the workplace.

Communication Skills – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.

Selection Process

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews, one of which may include a practical/writing exercise. 

You will be prompted to answer the following job-specific questions during the online application process. Please note that there is a 4,000-character limit, including spaces, for each text response.   

  1. Please describe how you qualify for this Program Manager position. Be specific with any call center and supervision experience you may have and include the number of years of experience for both in your response.
  2. Describe your experience in establishing and implementing customer service goals.

You must answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. In addition, please attach your resume as part of the application process. If you have questions about the duties of these positions, the selection or hiring processes, please contact IT Human Resources at itdhumanresources@sanjoseca.gov.    

The actual salary shall be determined by the final candidate’s qualifications and experience. In addition to the starting salary, employees in the Program Manager classifications shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.

If you have applied to requisition "City Customer Contact Center Manager (Program Manager I)" you do NOT need to apply to this requisition. Your application will be transferred to this requisition.


Minimum Qualifications

Training and Experience:
Bachelor’s Degree in a related field and five (5) years of directly related experience, including two (2) years of supervisory experience.

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent, or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application. 

Additional Information 


Department Website

California Equal Pay Act

To apply, please complete an application via the City of San Jose’s website at www.sanjoseca.gov/citycareers. This position will remain open until filled and applications are reviewed continuously. We encourage applicants to apply as soon as possible as this recruitment may close at any time. The first review of applications will be April 6, 2021. Please submit your application by 11:59 PM (PST) on April 5, 2021 if you would like your application to be included in the first review. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.gov and we will research the status of your application. Please contact Human Resources at (408) 535-1285, or Human.Resources@sanjoseca.gov if you have any questions.



200 E Santa Clara St

San Jose, CA 95101