ATL311 Workforce Management Manager

Salary Range: $88,000–$95,000 annually

Posting open until filled

General Description and Classification Standards

The Workforce Management Manager position will be responsible for leading the Workforce Management team in real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, escalations, and email volume. The position will have high visibility to all the operations teams.

This position requires the ability to lead in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as a leader to the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department is vital.

You will lead a team that works closely with Atlanta 311 leadership team and other business partners to deliver quality services to our City of Atlanta citizens and communities.

Supervision Received

An employee in this classification works independently, with general supervision given on special assignments. Work is occasionally reviewed for results achieved.