About this opportunity
City of Atlanta lists this ATL311 Portfolio Manager I opportunity in atlanta, Georgia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Position open until filled
General Description And Classification Standards
The Portfolio Manager provides customer service leadership to City of Atlanta Departments by continually improving customer service with an emphasis on accurate, efficient and effective handling of customer requests and inquiries.
Job Description
Position open until filled
General Description And Classification Standards
The Portfolio Manager provides customer service leadership to City of Atlanta Departments by continually improving customer service with an emphasis on accurate, efficient and effective handling of customer requests and inquiries.
Supervision Received
This position reports directly to the Customer Service Delivery Manager.
Responsibilities
Essential Duties and Responsibilities
These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.
Knowledge Base Management
Portfolio Managers maintain the Customer Relationship Management (CRM) knowledge base, which serves as the ATL311 Call Center’s information repository. The knowledge base provides information about City services and programs, facilitates the submission of service requests, and enables customer self-service through the ATL311 web portal, mobile app, and chatbot.
Departmental Liaison
Portfolio Managers collaborate with City departments to ensure the CRM maintains a current, accurate, and comprehensive knowledge base. They host recurring meetings with assigned departments to review Call Center data, identify opportunities for improvement, and address concerns.
Escalation Resolution
Portfolio Managers assist with resolving customer escalations by understanding departmental workflows and organizational structures.
Quality Assurance and Training Support
Portfolio Managers support the ATL311 Quality Assurance and Training Team by serving as subject matter experts (SMEs) on departmental knowledge articles and case issuance processes, contributing to improved agent accuracy and customer experience.
System and Technology Testing
Portfolio Managers serve as subject matter experts (SMEs) on CRM system functionality and interdepartmental workflows. They conduct user acceptance testing on reported bugs and requested enhancements, including system integrations, to ensure readiness for deployment.
May Perform Other Duties As Assigned. The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.
Qualifications
Knowledge Skills and Abilities
This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.
Communication
Develops, plans and works with key stakeholders, including City departments, City Council, civic organizations and other governmental entities.
Communicates results of studies and recommendations to the Customer Service Delivery Manager.
Productivity and Accountability
Maintains high standards of accuracy in performing assigned duties and responsibilities.
Exercises immediate remedial action to correct any quality deficiencies that occur in area of responsibility.
Responsible for developing and managing project implementation efforts on an on-going basis.
Quality Assurance
Maintains professional communication and interacts with all departments and divisions, co-workers, and the public.
Monitors or provides technical advice and performs follow-up work to ensure recommendations are implemented in a manner which will maximize efficiency and productivity.
Ability to Take initiative and keep abreast of changes in policy.
Assemble information and make written reports and documents in a clear, concise, and effective manner.
Comprehend, interpret, and apply regulations, policies, procedures, and related information.
Meet deadlines, work under time constraints, and manage multiple projects.
Demonstrate a detail-orientation and thoroughness to assignments and a high degree of accuracy.
Identify and apply for relevant grant opportunities.
Skill
Sets Strong analytical, critical thinking and problem-solving skills.
Strong oral and written communication skills to effectively convey technical, programmatic and financial information in a clear and understandable manner to a broad audience.
Good organizational, human relations, and technical skills.
Minimum Qualifications
Education and Experience
Bachelor's degree in Business/Public Administration or a related field and five (5) years of experience developing strategic plans, analyzing and redesigning business processes with a major emphasis on strategic customer service.
Equivalent combinations of education, training, and experience will be determined under prescribed guidelines.
Licensures and Certifications None
Preferred Requirements N/a
Work Environment
Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.
Work Schedule
This is a hybrid position requiring both remote and in-office work. Schedule consists of an 8-hour shift between 7:00 AM – 7:00 PM, Monday through Friday, based on operational needs.
Lifting Requirements
Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
It is the policy of the City of Atlanta ("COA") that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.
The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce. #J-18808-Ljbffr
Worksite address
atlanta, GA, 30383, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.