ATL311 Call Center Director

Position open until filled

Salary: $136,144.10 annually

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.

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.