Hybrid Escalations Team Lead - Customer Service

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

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.