ATL311 Team Lead (Escalations)

Salary Range: $50,000 – 56,800.00 annually

Position open until filled

General Description and Classification Standards

As the Escalations and Back Office Team Lead for the Department of Customer Service (ATL311), you will play a crucial role in ensuring the productivity, performance, and customer service excellence of the department.

Your primary responsibility will be to process all department wide escalations received via various contact channels including email. You will also assist the Communications Specialist in leading the back office team to ensure high-quality customer service standards, and uphold departmental policies and procedures

Supervision Received

This position reports directly to the Customer Service Delivery Manager and provides supervision and guidance to the ATL311 Escalations team.

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.

- Excellent communication, writing, typing, and interpersonal skills.
- Strong organizational and time management abilities.
- Proficiency in Microsoft Office Suite, SharePoint, PowerPoint and Excel.
- Strong problem-solving abilities.
- Ability to work in a fast-paced and changing environment and manage multiple tasks simultaneously.

Minimum Qualifications

Education and Experience

- Bachelor’s Degree in Social Sciences, Communications, Education, or a related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of eight (8) years of professional related experience in training and/or quality assurance within a call center or customer service environment) .
- Four (4) years of experience in training and/or quality assurance within a call center or customer service environment.
- Experience training and developing employees in a structured environment.
- Strong knowledge of training methodologies and quality assurance principles.
- Ability to work flexible hours as needed to support operations
- Commitment to fostering a culture of continuous improvement and customer service excellence

Licensures and Certifications

None

Preferred Requirements

Previous experience in a leadership or supervisory role preferred.

Work Schedule

This is a hybrid position requiring both remote and in-office work. Schedule consists of an 8-hour shift between 7:00 AM – 7:00 PM, Monday through Friday, based on operational needs.

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.