Supervisor, Call Center Services II

Requisition Number:  5766
Pay Rate:  PGR09

Houston, TX, US

Category:  Operations

Basic Function

Responsible for the supervision of the day to day activities within the call center operations with emphasis on superior customer service and promoting a positive image of METRO. Evaluates and coordinates the workflow and activities of the call center staff to meet the goal 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 the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved.
  • Partners with Human Resources to coordinate interviews and select staff for call center.
  • Assures staff is fully trained and understands departmental objectives and job responsibilities.
  • Instruct and advise staff on policies, procedures. 
  • Assists staff in understanding all phases and aspects of the customer focused service.
  • Completes and deliver performance evaluations, development plans and disciplinary actions in a timely and consistent manner.
  • Takes a lead role in making recommendations on ways to improve customer service.
  • Assists in all areas within the call center to enhance the customer experience. 
  • Provides daily direction and communication to staff to ensure customer service calls are answered in a timely, courteous, efficient and knowledgeable manner.
  • Provides communication and follow-up to ensure representatives are fully informed on all new information related to services, procedures, and correspondences.
  • Addresses and resolves irate, complex and escalated customer issues, concerns and inquiries. 
  • Responsible for documenting customer comments, investigating and timely closure of comments in public comment system.
  • Acts as liaison between call center and other departments. 
  • Assists in the development of new/updated processed and procedures to enhance efficiency of the call center.
  • Summarize 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 customers. 
  • Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
  • Performs other job-related duties as assigned.

Education Requirement

High school diploma, GED or equivalent.

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; 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.

Nearest Major Market: Houston