Supervisor, Call Center Services

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.
• Adds support to representatives by addressing and resolving 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.
• Sums up statistics and prepares 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.

Education Requirement

• A high school diploma or GED equivalent is required.

Years & Experience Required

• A minimum of three (3) years of customer service/call center experience and a minimum of two (2) years of supervisory experience are required.

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.

Pay Range

Pay Range: $56,500-$84,700

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