ATL311 Portfolio Manager I

RiseMe; Atlanta (GA); Hybrid; USD 60,000 - 95,000; Full time

Benefits offered by this job

Hybrid work schedule

Diversity & inclusion emphasis

Job summary

The City of Atlanta is seeking a Portfolio Manager to lead ATL311 customer service operations with a focus on accurate, efficient handling of requests and inquiries. This role reports to the Customer Service Delivery Manager and drives knowledge management and service delivery improvements.

Responsibilities include maintaining the CRM knowledge base, liaising with departments, resolving escalations, supporting QA and training, and testing system enhancements; a bachelor’s degree and five years

Qualifications

• Bachelor's degree in Business/Public Administration or related field and five years of relevant experience.
• Experience developing strategic plans and improving customer service processes.
• Strong communication and coordination with multiple departments.

Responsibilities

• Knowledge Base Management: maintain CRM knowledge base for accurate information.
• Departmental Liaison: coordinate with city departments to review data and improvements.
• Escalation Resolution: assist with resolving customer escalations.
• Quality Assurance & Training Support: assist QA/Training teams with SME guidance.
• System & Technology Testing: conduct UAT on CRM enhancements and integrations.

Skills

Communication

Analytical thinking

Project management

Quality assurance

Customer service

Education

Bachelor's degree in Business/Public Administration or related field

Tools

CRM software

Job description

Position open until filled

General Description and Classification Standards

The Portfolio Manager provides customer service leadership to City of Atlanta Departments by continually improving customer service with an emphasis on accurate, efficient and effective handling of customer requests and inquiries.

Supervision Received

This position reports directly to the Customer Service Delivery Manager.

Responsibilities

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

1. Knowledge Base Management
   • Portfolio Managers maintain the Customer Relationship Management (CRM) knowledge base, which serves as the ATL311 Call Center’s information repository. The knowledge base provides information about City services and programs, facilitates the submission of service requests, and enables customer self-service through the ATL311 web portal, mobile app, and chatbot.
2. Departmental Liaison
   • Portfolio Managers collaborate with City departments to ensure the CRM maintains a current, accurate, and comprehensive knowledge base. They host recurring meetings with assigned departments to review Call Center data, identify opportunities for improvement, and address concerns.
3. Escalation Resolution
   • Portfolio Managers assist with resolving customer escalations by understanding departmental workflows and organizational structures.
4. Quality Assurance and Training Support
   • Portfolio Managers support the ATL311 Quality Assurance and Training Team by serving as subject matter experts (SMEs) on departmental knowledge articles and case issuance processes, contributing to improved agent accuracy and customer experience.
5. System and Technology Testing
   • Portfolio Managers serve as subject matter experts (SMEs) on CRM system functionality and interdepartmental workflows. They conduct user acceptance testing on reported bugs and requested enhancements, including system integrations, to ensure readiness for deployment.

May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Qualifications

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.

Communication

• Develops, plans and works with key stakeholders, including City departments, City Council, civic organizations and other governmental entities.
• Communicates results of studies and recommendations to the Customer Service Delivery Manager.

Productivity and Accountability

• Maintains high standards of accuracy in performing assigned duties and responsibilities.
• Exercises immediate remedial action to correct any quality deficiencies that occur in area of responsibility.
• Responsible for developing and managing project implementation efforts on an on-going basis.

Quality Assurance

• Maintains professional communication and interacts with all departments and divisions, co-workers, and the public.
• Monitors or provides technical advice and performs follow-up work to ensure recommendations are implemented in a manner which will maximize efficiency and productivity.
• Ability to Take initiative and keep abreast of changes in policy.
• Assemble information and make written reports and documents in a clear, concise, and effective manner.
• Comprehend, interpret, and apply regulations, policies, procedures, and related information.
• Meet deadlines, work under time constraints, and manage multiple projects.
• Demonstrate a detail-orientation and thoroughness to assignments and a high degree of accuracy.
• Identify and apply for relevant grant opportunities.

Skill

• Sets Strong analytical, critical thinking and problem-solving skills.
• Strong oral and written communication skills to effectively convey technical, programmatic and financial information in a clear and understandable manner to a broad audience.
• Good organizational, human relations, and technical skills.

Minimum Qualifications

Education and Experience

• Bachelor's degree in Business/Public Administration or a related field and five (5) years of experience developing strategic plans, analyzing and redesigning business processes with a major emphasis on strategic customer service.
• Equivalent combinations of education, training, and experience will be determined under prescribed guidelines.

Licensures and Certifications

None

Preferred Requirements

N/a

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

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.