ATL311 Call Center Director

General Description and Classification Standards

The ATL311 Call Center Director provides strategic leadership, operational oversight, and day-to-day guidance for the City of Atlanta’s centralized customer service call center. This leader ensures exceptional service delivery, maintains high employee engagement, drives performance to meet established SLAs, and strengthens alignment between call center operations and departmental goals. The Director cultivates a positive, development-focused environment for supervisors and staff while implementing standardized, efficient, and customer centered processes across the operation.

Supervision Received

• Works under very general supervision. May work independently or with other workers with responsibility for completion of assigned tasks.
• Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

Leadership & Staff Development

• Hire, train, coach, and lead ATL311 staff as they support their teams and customers.
• Serve as a mentor and escalation point for Supervisors—providing guidance, answering questions, resolving concerns, and handling issues that exceed supervisory authority.
• Create a welcoming, motivating, and inclusive environment for employees; champion morale, engagement, and team culture.
• Maintain a hands on leadership approach with ongoing supervisor development, including Kronos/timekeeping support.
• Manage Supervisor performance by setting clear expectations, monitoring progress, and providing timely feedback.

Operational Management

• Host and lead team meetings to discuss operational challenges and establish standardized processes.
• Develop objectives for day to day call center activities and ensure procedures are consistently followed.
• Conduct effective resource planning—partnering with Workforce Management to ensure adequate staffing and coverage.
• Prepare performance reports, analyze call center data, and recommend process improvements to enhance efficiency and customer satisfaction.
• Ensure staff achieve required service levels and take corrective actions when necessary.
• Support the creation, implementation, and communication of operational procedures, policies, and improvements.
• Troubleshoot system or operational issues and create IT/technical issue tickets as needed.

Strategic Planning & Performance Management

• Collaborate with leadership to identify trends, perform root cause analysis, and develop action plans to meet departmental goals and SLAs.
• Develop monthly, quarterly, and annual call center goals that support department-wide strategic objectives.
• Provide continual evaluation of processes and procedures and recommend methods to improve operations, efficiency, and service quality.
• Prepare and deliver performance reports to leadership; identify gaps in operations and propose solutions.
• Build and maintain strong relationships with internal and external stakeholders to support program success.

Customer Experience & Quality Assurance

• Motivate supervisors to deliver excellent customer service by supporting escalations, answering questions, and modeling effective leadership skills.
• Ensure consistent, high-quality customer interactions and support initiatives to elevate customer experience.
• Serve as the final escalation point for complex or sensitive customer issues.
• Support quality assurance efforts and contribute to continuous improvement in service delivery.

Additional Responsibilities

• Lead or participate in projects to support employees, leadership, and overall call center operations.
• Write and administer performance reviews; provide coaching and corrective action as required.
• Perform other duties as assigned to advance the mission and efficiency of the ATL311 Call Center.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Strategic and analytical thinking
• Leadership and team development
• Customer service excellence
• Communication and interpersonal skills
• Decision-making and problem-solving
• Operational optimization
• Relationship and stakeholder management

Minimum Qualifications

Education and Experience

• Bachelor’s degree from an accredited college or university OR Ten (10) years of proven leadership experience in call center operations, customer service management, or equivalent environment
• Demonstrated ability to provide both strategic and thought leadership while managing day-to-day operations
• Experience leading supervisors, developing high performance teams, and managing service-level environments
• Strong communication, decision-making, and analytical skills

Licensures and Certifications

None required

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.