Website City of Atlanta
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.
This position reports directly to the Customer Service Delivery Manager.
Essential Duties and Responsibilities
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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.
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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.
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Escalation Resolution – Portfolio Managers assist with resolving customer escalations by understanding departmental workflows and organizational structures.
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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.
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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.
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May perform other duties as assigned.
Knowledge Skills and Abilities
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
- 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
- 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.