ATL311 Call Center Supervisor - Urgent Hire

JOB DESCRIPTION

Salary: $65,000-$75,000

Under general supervision of a Call Center Manager, a Call Center Supervisor functions as a first line supervisor on an assigned shift, supervising staff engaged in answering and processing customer 311 calls (non-emergency) for City of Atlanta information, services, programs or events. Supervision Received

Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned. Responds to calls of a sensitive nature, escalations and calls regarding emergency situations, ensuring appropriate staff and Departments are notified. Maintain and manage operational and performance management records and prepares various administrative and productivity reports for assigned staff/Team. Analyses, preparation and presenting findings to leadership and the City of Atlanta's statistics team on service level and needs. Oversees the training of new employees and provides training to staff on new or revised operating procedures. Performs other duties as required

Leadership Provided

Manage all aspects of staff/Team performance and work operations, and resolves operational problems to ensure unit operates efficiently, including computer and telephony systems. Notifies appropriate staff of equipment malfunctions.

QUALIFICATIONS

Bachelors Degree in Business/Public Administration, Communications or a related field preferred. Three years of responsible customer service supervisory and or management experience within a Call Center preferred.

Preferred Education & Experience:

Inbound Call Center experience Licensures and Certifications Essential Capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.