Mobility Call Center Supervisor

About the role

The Maryland Transit Administration (MTA) is seeking a Mobility Call Center Supervisor to oversee a team of Mobility Reservation Agents in delivering exceptional customer service. This first-level supervisory position directs, coordinates, and monitors call center operations, ensuring employees provide accurate, timely, and professional service while meeting established performance standards. The successful candidate will foster a positive work environment through coaching, mentoring, and employee development, while partnering with leadership to improve operational efficiency and enhance both the employee and customer experience.

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.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• 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.

Notes:

• Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
• Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

Special Requirements

• Employees are subject to call-in 24 hours a day and will be required to maintain a reliable communication link for emergency callback requirements.
• Employees are required to work shifts, evenings, holidays, and weekends.
• Employees are required to travel to various locations throughout the MTA service area.
• Employees in this classification are subject to substance abuse testing in accordance with the Code of Federal Regulations 49- Federal Department of Transportation Drug Alcohol Testing Protocols and Federal Transit Administration Alcohol Testing Rules.
• Employees in this classification may be assigned duties which require the operation of a motor vehicle and must possess a motor vehicle operator's license valid in the State of Maryland.
• Employees must adhere to all safety rules, policies, regulations, and personal protective equipment requirements to support a safe and healthy working environment.
• Employees must report hazards, unsafe acts, near misses, injuries, and accidents immediately to the Office of Safety and supervision.
• Employees must refrain from willful violations of safety rules and procedures, reckless and negligent behavior, involvement in criminal activities, and the misuse of drugs or alcohol. Failure to adhere may result in disciplinary action up to and including termination.
• Employees may only perform work for which they have the appropriate safety training.

Location

Baltimore City