ATLCall Center Director

Position open until filled

Salary: $ annually

General Description and Classification Standards

The ATL
311 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 ATL
  311 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…