Ability: Ability to meet and interact with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage, and organize records; ability to deal appropriately with City employees, City officials and the disgruntled members of the public. Reporting to the 311 Contact Center Manager, the Floor Supervisor provides real-time operational direction, guidance, and support to Customer Service Representatives (CSRs) serving members of the public, City employees, and other customers through telephone, email, live chat, in-person, mobile, online, and other supported service channels.