ATL311 Team Lead (Escalations)

City of Atlanta•Atlanta, GA

4d•Hybrid

About The Position

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. This position reports directly to the Customer Service Delivery Manager and provides supervision and guidance to the ATL311 Escalations team.

Requirements

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.
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

Nice To Haves

Previous experience in a leadership or supervisory role preferred.

Responsibilities

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.