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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.
High school diploma or GED equivalent required.
Minimum three (3) years of customer service/call center experience and a minimum of two (2) years of supervisory experience.
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.
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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