Supervisor, Call Center Services

Basic Function

Responsible for the supervision of the day-to-day activities within the call center operations with an emphasis on superior customer service and promoting a positive image of METRO. Evaluate and coordinate the workflow and activities of the call center staff to meet the goals and objectives of the organization and department. Responsible for having necessary staff, procedures, and measurements in place to meet desired service levels. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g., training, supervising, work assignments, timesheets, performance evaluations, etc.) for maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department outcomes are achieved.
• Manages and oversees a team of call center representatives.
• Motivates and supports representatives through coaching and feedback.
• Assists representatives by answering questions via phone and chat.
• Assists in hiring and onboarding new call center representatives.
• Ensures adherence to the company’s policies and procedures. 
• Evaluates calls to ensure processes and procedures are executed according to the guidelines. 
• Addresses and resolves irate, complex, and escalated customer issues, concerns, and inquiries. 
• Reviews, measures, and tracks team performance and attendance. 
• Responsible for documenting customer comments, investigating, and timely closure of comments in the public comment system.
• Acts as liaison between the call center and other departments. 
• Summarizes statistics and prepare required, periodic reports that reflect the call center activity.
• Maintains a strong working operational/functional knowledge of call center systems.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school diploma or GED equivalent required. 

Years & Experience Required

Minimum three (3) years of customer service/call center experience and a minimum of two (2) years of supervisory experience. 

Knowledge & Skills Required

Strong leadership, coaching, motivating, interpersonal, organizational and communication skills. Multi-tasking capabilities and ability to think logically and have effective time management skills. Organized, flexible, goal-oriented and results driven. Knowledge of call center management processes required. PC proficiency and intermediate to advanced knowledge of Microsoft Office environment required. Bi-lingual skills are a plus.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

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