Director of Call Center Ops & Customer Experience

City of Atlanta; Atlanta (GA); On-site; USD 123,000 - 150,000; Full time

Job summary

City of Atlanta seeks an experienced leader to direct the ATL311 Call Center, delivering strategic oversight, staff development, and day‑to‑day operations that drive service levels and customer satisfaction. The incumbent will foster a positive work culture, coach supervisors, and align call center activities with department goals.

The position requires strong analytical abilities, stakeholder management, and a track record of improving operational performance in a complex public service

Qualifications

• Bachelor’s degree or 10 years leadership experience.
• Experience leading supervisors and developing high‑performing teams.
• Strong strategic thinking and decision‑making abilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Hire, train, coach, and lead ATL311 staff.
• Mentor supervisors and serve as escalation point for issues.
• Maintain engaging, inclusive environment and champion team morale.
• Coordinate with Workforce Management for staffing and coverage.
• Prepare performance reports and drive process improvements.
• Ensure SLA delivery and customer service excellence.
• Lead cross‑functional projects to improve operations.

Education

Bachelor’s degree or 10 years leadership experience

Job description

City of Atlanta seeks an experienced leader to direct the ATL311 Call Center, delivering strategic oversight, staff development, and day‑to‑day operations that drive service levels and customer satisfaction. The incumbent will foster a positive work culture, coach supervisors, and align call center activities with department goals.

The position requires strong analytical abilities, stakeholder management, and a track record of improving operational performance in a complex public service