ATL311 Team Lead (Escalations)

City of Atlanta; Atlanta (GA); Hybrid; USD 50,000 - 57,000; Full time

Job summary

City of Atlanta’s ATL311 is seeking an Escalations and Back Office Team Lead to drive productivity, performance, and customer service excellence across the department.

You will oversee processing escalations from multiple channels, lead the back office team, ensure SLAs, QA, and accurate communications, and support continuous improvement initiatives. This hybrid role combines remote and in-office work to meet operational needs.

Qualifications

• Bachelor’s degree required; 8+ years in training and QA in a call center or customer service environment.
• 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 to support operations.

Responsibilities

• Handle escalated cases and respond to escalation emails within SLAs.
• Conduct monthly QA evaluations and maintain a 90%+ quality score.
• Ensure team performance meets deadlines with professional communication.
• Update and maintain the ATL311 Back Office SharePoint site with daily stats and data.
• Provide accurate information to citizens and pursue First Contact Resolution.
• Implement proactive customer support and follow-up with customers.
• Engage in special projects and cross-training as needed.

Skills

Communication skills

Organizational skills

Typing

Interpersonal skills

Education

Bachelor’s Degree in Social Sciences, Communications, Education, or related field

Tools

Microsoft Office Suite

SharePoint

Excel

PowerPoint

Job description

Job Description

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.

Job Description

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.

Responsibilities

Essential Duties and Responsibilities

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

• Work with a sense of urgency to complete assigned tasks daily, including handling escalated cases, responding to escalation emails within defined SLAs, and addressing agent errors promptly.
• Conduct Quality Assurance evaluations each month on the back office team and maintain a personal average quality assurance score of 90% or above.
• Ensure the overall effectiveness of the back office team's performance by completing tasks by the deadline and consistently providing professional and timely communication.
• Assist in updating and maintaining the ATL311 Back Office SharePoint site as requested, including daily stats, departmental data, and escalation spreadsheets.
• Provide accurate and complete information to citizens of Atlanta by ensuring all work orders and cases are accurately completed and communications are free of errors.
• Aim for First Contact Resolution by resolving customer-related issues during the initial contact and providing thorough and accurate information.
• Implement Proactive Customer Support by identifying and addressing potential issues before escalation and following up with customers before they reach out to us.
• Enhance Personalization and Empathy in customer interactions by demonstrating empathy, personalizing responses, and fostering a customer-centric approach.
• Engage in special projects, activities and cross-training as needed.

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.

• 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 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.