ATL311 Call Center Director

Call Center

ATL311 Call Center Director

Salary: Commensurate with Experience

Position Expires: 9/17/2018

Position Summary

ATL311 is the City of Atlanta’s non-emergency customer service center.  Accessible by phone, online or via mobile app, ATL311 provides residents, business owners and visitors with a single source for city news and services including the ability to submit and track service requests.  ATL311 was launched in 2014 to improve citywide customer service and make the City of Atlanta more accountable, responsive and efficient. The data collected from ATL311 provides insight on how to effectively improve City operations through accurate, consistent measurement and analysis of service delivery. The operation supports numerous City departments including Watershed Management, Public Works, Code Enforcement and the Office of Revenue.

Reporting to the Executive Director, Office of Customer Service, the ATL311 Operations Director is responsible for all day-to-day operations of the ATL311 contact center. Creates and implements strategic and operational plans and policies. Develops staffing plans based on staff capabilities, technology, service level agreements, and department, budget and ordinance requirements. Establishes and administers key performance indicators (KPI), operating guidelines, activities and reporting mechanisms. Works for continual process improvement. Monitors the performance of key systems.

Manages the hiring, training, development and review of staff. Establishes performance requirements and regularly monitors performance to ensure adherence to service and productivity levels. Provides coaching for performance improvement and development. Guides disciplinary action, up to and including termination in accordance with code and City human resources policies.

Cultivates and maintains collaborative working relationships with executives and department directors to address emerging issues and identify and realize opportunities for improving customer service.

Responds to escalated calls of a sensitive nature and calls regarding emergency situations, ensuring appropriate personnel are notified. Maintains liaison with the Emergency Operations Center, which involves responding to emergency alerts and coordinating the dissemination of emergency information through ATL311.

Maintains positive working relationships with professional associations to maintain current knowledge on governmental call center industry trends and on call center procedures and technologies and to incorporate best practices into contact center operations when possible.

Must be willing to work extended hours including certain City recognized holidays, weekends, declared emergencies, etc.

Knowledge, Skills and Abilities. 

Knowledge of call center industry principles, practices and technology, including work force scheduling and management.

Knowledge of the principles and practices of customer service, budget and financial management, and human resources management. Ability to plan and supervise the work of personnel at all levels.

Ability to establish and maintain effective working relationships with the general public, subordinates, superiors and a variety of other public and private officials. Ability to work collaboratively to make decisions and solve administrative and operational issues.

Basic principles, practices, methods and tools of project management and process improvement. Principles and practices of quality management and continuous improvement.

Proficiency in Microsoft Excel, Word, Outlook and experience with mobile device applications and web services;

Skill in oral and written communication to multiple audiences. Effective report writing and oral presentations.

Minimum Qualifications – Education and Experience

Bachelor’s degree and 5+ years managing a high-volume call center or customer service operation including operational and staff management.

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