DCS - Department of Customer Service/ATL311 Performance Specialist (IPA-Data and Reporting)

Position open until 1/16/2024

Salary Range: $70,000 - $82,000 annually

General Description and Classification Standards 

The Performance Management Specialist position will be responsible for the development and management of internal reports and metrics for all ATL311 Customer Service Center (CSC) facing operations. 

This position will also have hybrid attributes with duties and responsibilities that are innately apart of Workforce Management, Quality Assurance and Training teams. 

Supervision Received 

This position will report to the ATL311 Innovation Performance and Accountability (IPA) Manager. Normally receives guidance regarding overall mission, short-term and mid-term objectives, scheduling, unusual priorities, and is expected to structure their workday to accomplish established goals for self and direct reports 

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. 

• Build, develop and maintain data models, reporting systems, data automation systems, dashboards and performance metrics that support key business decisions. 
• Performs data analysis to proactively identify and/or resolver problems per operational standards and procedures. 
• Ensure the accuracy of data and deliverables of the team with comprehensive policies and processes.

Decision Making 

• Follows standardized procedures and written instructions to accomplish assigned tasks 
• Applies organizational policies; may interpret organizational polices and recommend exceptions 
• Recommend strategy or policy changes; modifies organization to achieve objective 

Leadership Provided 

None 

Knowledge, Skills & Abilities this is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list. 

• Good problem-solving skills having accuracy and attention to detail. 
• Team-working skills with good verbal and written communication having ability to organize and manage time effectively, demonstrating accountability and dependability. 
• Self-starter, self-motivated with demonstrated ability to work independently. Has critical thinking skills with effective judgement and decision making. 
• Working knowledge and understanding of Microsoft Office 365. 
• Multitasking skills, ability to work under pressure. 
• Ability to handle deadlines and avoid schedule conflicts.
• Strong Mathematical skills. 
• Ability to manage numerical data. 
• Ability to transform raw data into a suitable format for archiving, analysis and interpretation using charts and graphs.

Minimum Qualifications

Education and Experience 

B.S. Computer Science and/or Business Administration, Statistics, Mathematics, or related field or 4 years job related experience 

Proficiency in: 

• Power BI 
• MS Access or any enterprise Database 
• MS Excel 
• Dataverse Preferred 

Preferred Experience

• 2+ years’ Call Management System (CMS) experience; experience with Amazon Connect Telephony System preferred. 
• 2+ years of pulling and exporting reports using a Customer Relationship Management (CRM) system.

Licensures and Certifications 

None required 

Essential Capabilities and Work Environment 

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job. 

This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the City would otherwise be closed.

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.