Supervisor, Customer Complaints and Resolution

Basic Function

Supervises the day-to-day activities of the Customer Resolution Specialists and acts as a liaison for METRO customers, the general public and METRO departments/divisions with an emphasis on providing excellent customer service. Responsible for conducting analysis of established reports and statistical data to provide an informative view on the effectiveness and efficiency of METRO’s service. 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 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.
• Analyzes public comment data to monitor and report public view of METRO service.
• Compiles monthly public comments for Board reports.
• Analyzes data and system problems and develops solutions.
• Identifies trends in the public comment data and looks for possible solutions to positively impact customers’ interactions with METRO.
• Monitors complaint line call volume to control excessive customer wait time.
• Organizes and facilitates meetings and training with staff and other departments.
• Works with IT and vendors on system repairs and customization.
• Prepares manuals and training materials for staff on procedures, software, and/or equipment.
• Serves as administrator for public comment guidelines and procedures.
• Provides guidance and training to department staff on the utilization of the Public Comment System (PCS) and Integrated Vehicle Operations Management System (IVOMS).
• Provides analyzed IVOMS data to Claims, Employee Relations, Public Safety, and other departments/divisions as required.
• On-call to assist in emergency situations.
• 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.
• Performs other job-related duties as assigned.

Education Requirement

High school or GED required. Bachelor’s degree in Business Administration, Computer Science or related field preferred.

Years & Experience Required

Minimum five (5) years of experience in a technical/analytical position with an emphasis on reporting and analysis to include two (2) years of supervisory or lead experience.  Knowledge of call center management processes is required. 

Knowledge & Skills Required

Strong leadership, coaching, motivational, interpersonal, organizational, and communication skills. Must be able to multi-task and work independently with limited supervision and effective time management skills. Flexible, goal-oriented, and results-drive. PC proficiency and intermediate to advanced knowledge of Microsoft Office environment required. Bi-lingual skills are a plus.  Working knowledge of Excel, IVOMS, and PCS is 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.

Grade 10