ATL311 Call Center Director

City Of Atlanta Careers; Atlanta (GA); On-site; USD 116,000 - 157,000; Full time

Job summary

The City of Atlanta seeks an experienced ATL311 Call Center Director to provide strategic leadership and operational oversight for the centralized customer service call center. This role ensures exceptional service delivery, drives performance to meet SLAs, and aligns call center operations with departmental goals.

You will foster a development-focused environment for supervisors and staff, implement standardized, efficient, and customer-centered processes, and work under general supervision to

Job description

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.