Salary: $45.94 - $53.77 Hourly
Location : Seattle Municipal Tower, 700 5th Ave., Seattle, WA
Job Type: Classified Civil Service, Regular, Full-Time
Remote Employment: Flexible/Hybrid
Job Number:Department: Seattle Public Utilities
Opening Date: 10/20/2026
Closing Date: 11/3/2026 4:00 PM Pacific
Position DescriptionThis position requires the successful candidate to work onsite from Monday to Friday and will have high probability of being required to work the closing shifts (9:10 am- 6:10 pm). Teleworking options are not available.An essential function of this role is the ability to respond to after-hours emergencies. Accordingly, the successful candidate must be able to commute to the office within one hour, as needed.We're looking for an experienced supervisor who leads and supports virtual teams, delivers excellent customer service, and guides employees through change. This role requires initiative, the ability to work independently, and ownership of projects and initiatives from start to finish.
Our ideal candidate thrives in a digital-first environment and gets excited about using technology to make work easier, smarter, and more connected. In this role, you'll be the go-to person who can confidently navigate modern tools - whether that's helping staff troubleshoot simple application or computer issues remotely, organizing information through SharePoint, creating clean and compelling materials in PowerPoint, or using Excel to make data meaningful. As Seattle Public Utilities (SPU) continues to modernize and move more of our systems online, this is a great opportunity for someone who enjoys learning new tools, shaping how we use technology, and helping staff feel empowered along the way.
The Customer Care Division of Seattle Public Utilities is seeking an experienced
Contact Center Supervisor (UAR Supervisor I) for the Utility Contact Center who can thrive in a fast-paced environment utilizing their critical thinking and leadership abilities.
The Customer Care Division is a metrics-driven team committed to delivering world class customer service and ensuring outstanding customer satisfaction. The Contact Center Supervisor will lead a team of 10-15 Contact Center Representatives but is also responsible for helping to support all 80+ Contact Center Representatives alongside other supervisors.
This leader is responsible for meeting performance metrics, and delivering outstanding customer service for both SPU and Seattle City Light (SCL) customers. The Contact Center Supervisor will report to the Contact Center Operations Manager.
Job Responsibilities - Ensure continuous process improvements throughout the division while providing leadership, direction, and motivation to staff
- Use quality assurance results and activity reports to identify staff development needs, then address them through coaching and tailored training plans.
- Monitor calls to ensure customer satisfaction, confirm proper diagnosis of customer concerns/inquiries, and determine a direct and thorough path to resolution
- Provide guidance to team members on managing difficult or escalated customer inquiries.
- Handle complex customer inquiries and clearly communicate policies and business practices for the City's electricity, water, solid waste, wastewater, and drainage utilities.
- Coordinate with Workforce Management and fellow Contact Center Supervisors to ensure optimal staffing levels.
- Provide on-call emergency support, including opening the Contact Center during power outages as requested by Seattle City Light, which may require overtime or weekend work, along with other assigned duties and backup responsibilities.
- Provide information and referrals concerning utility programs and services to internal and external customers, in person, by phone or email
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
QualificationsExperience: Four (4) years progressively responsible collection and billing, administrative and analytical work. The experience should provide a background in problem resolution, including
one (1) year of lead or supervisory experience.
Additional InformationDesired Qualifications:- Three plus (3+) years of lead or supervisory experience with demonstrated success in leading teams both virtually and in person
- An excellent track record in supporting team performance and a strong background in delivering customer satisfaction through direct contact with the public
- Proven ability in meeting or exceeding performance metrics and have experience working with billing, customer service, and contact center systems/applications/software
- Background leading initiatives or projects
Workplace Schedule/Environment:- Shifts are assigned through a supervisor shift bid, with a high likelihood of Monday-Friday closing shift (9:10am-6:10pm). Schedules may vary based on operational needs.
- Required to provide after-hours on-call coverage on a rotating basis, including weekends and holidays. Must be able to report to the office within one hour when needed.
- Worksite is at the Seattle Municipal Tower. No hybrid or telework options.
Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
The full hourly range for this position is $45.94 - $53.77How to Apply:- A full City of Seattle online application
- Resume & Cover Letter: your cover letter should address your skills and qualifications applicable to this position and what excites you about the job
- Failure to attach your resume and cover letter will exclude you from further consideration. Incomplete applications will not be considered.
Recruiter Contact: For more information regarding this recruitment, please contact: Kiernan Landon at
01
How many years of verifiable experience do you have in a supervisory/management role, which must include staff supervision and staff development experience, work experience planning, directing, overseeing, and evaluating operations of department and staff do you have? Select one:
- No experience
- 1-2 years
- 2-3 years
- 3+ years
02
Do you have a minimum of one year of high call volume (70-80 calls per day) call center experience?
03
Do you have at least 1 year experience leading a team virtually?
04
Do you have 1 year of experience dealing with escalated customer issues?
05
This position requires on-call availability during emergencies, holidays and inclement weather. By selecting yes, you are acknowledging you meet this requirement.
06
This position requires you to work in the office and does not have a hybrid option. Select yes that you understand this. If you select no, you will no longer be considered.
07
Do you have a reliable way to commute to our downtown Seattle office within one hour?
Required Question
