ATL 311 Call Center Supervisor

Posting: Open Until Filled

Salary: $69,345.00

General Description and Classification Standards:

The DCS -ATL 311 Call Center Supervisor is essential to the smooth operation of our call center. This role oversees the daily activities of call center agents, ensures customer satisfaction, and strives to achieve the department’s objectives.

ATL311 Supervisor manages a team of call center agents, monitors their performance, provides feedback, and ensures the team meets or exceeds the CSC’s productivity standards. This role involves coordinating training, addressing escalated issues, and implementing strategies to improve customer service quality and efficiency. 

Training is mandatory and absenteeism during training is subject to dismissal. Must be able to train on-site within the hours of 8a – 5p or 8:30 – 5:30 and work within all hours of operation. 

Essential Duties & Responsibilities: 

• Ensure accurate and timely execution of daily call center activities. 
• Monitor and evaluate agent’s performance metrics such as call quality, scheduled adherence, and productivity. 
• Conduct regular team meetings and one-on-one coaching sessions to update agents on performance metrics, processes, and procedures. 
• Maintain accurate records of agent performance and corrective action. 
• Collaborate with Workforce Management (WFM) to schedule coaching and training to enhance agents’ skills and performance. 
• Track and analyze call center key performance indicators (KPIs) and service levels. 
• Identify trends, issues, and opportunities for improvement. 
• Resolve customer inquiries, escalations, and complaints promptly and effectively. 
• Develop and implement strategies to enhance customer satisfaction and employee retention. 
• Identify and address process inefficiencies to improve productivity and service quality. 
• Collaborate with other departments to streamline operations and enhance the customer experience. 
• Contribute to the development and implementation of call center policies and procedures. 
• Ensure compliance with the City of Atlanta and DCS policies.
• This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather.

Knowledge, Skills & Abilities: 

• Strong leadership and team management abilities.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to analyze data and make informed decisions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work under pressure and handle challenging situations.
• Experience with call center technology, including CRM systems, telephony software, and performance monitoring tools. 

Minimum Qualifications – Education and Experience: 

• High school diploma or General Equivalency Diploma (GED).
• 3+ years leadership experience in customer service role. 
• Ability to work from home with access to a high-speed internet router (Wi-Fi may be used but many users will need a wired connection to router based off their home usage and speeds).
• Must have a dedicated, quiet working space that is free from distractions to conduct business.
• Ability to sit for long periods of time.
• Must be located within 50 miles of City of Atlanta 

Preferred Education & Experience: 

• 5+ years leadership experience in call center. 
• Bachelor’s Degree in related field. 

This role typically operates remotely. It’s important to note that, depending on business needs, this role may require working evenings, weekends, and holidays.

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