Mobility Call Center Supervisor

About the role

The Maryland Transit Administration (MTA) is now hiring a Mobility Call Center Supervisor. This role oversees a team of Mobility Reservation Agents in delivering exceptional customer service.

Responsibilities

• Supervise the daily activities of Mobility Reservation Agents in a unionized environment.
• Monitor daily call center operations to ensure service level, productivity, performance metrics and customer service goals are achieved.
• Coach, mentor, train, and evaluate employees.
• Redistribute staffing resources and balance workloads to maintain adequate manpower during peak call volumes and operational emergencies.
• Ensure employees provide professional, courteous, and accurate customer service in all phone interactions.
• Resolve escalated customer concerns and issues impacting Mobility customers.
• Collaborate with management and cross-functional teams to identify process improvements and implement best practices.
• Promote a positive, collaborative, and customer-focused work environment while fostering teamwork and employee engagement.

Qualifications

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Five (5) years of experience in a transit system, transportation operation, call center or customer service environment. Two (2) years of experience must have been in a supervisory capacity.

Benefits

This position offers competitive compensation and benefits, including health insurance, retirement plans, and paid time off.

Pay

The salary range for this position is $X per hour - $Y per hour, depending on experience and qualifications.

Schedule

The schedule for this position is typically Monday through Friday, with occasional evening and weekend work as needed.

Contact Information

To apply, please visit MDOT's Online Employment Center. For more information, contact recruitment@mdot.maryland.gov.