Supervisor, Customer Service Contact Center bei Capital Metropolitan Transportation Authority

WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

• Provide supervisory leadership and direction to a team of Customer Service Representatives through training, coaching, feedback, performance evaluation, work schedule assignment, and holding staff accountable to performance standards. 
• Facilitate a positive and productive environment through effective leadership and direction.
• Establish performance goals and strategic targets for CSRs which are aligned with CMTA’s overall mission statement, which is primarily guided by exceptional customer service. 
• Ensure customer inquiries and concerns are answered in a courteous, accurate and timely manner.
• Proactively contribute toward the accomplishment of departmental goals, including the > 80% service level goal on phones, and the timely entry of Customer Comment Reports for departments to meet the 4-day turnaround goal.
• Engage with CapMetro departments and service providers to address and resolve customer concerns.
• Take initiative to improve service to customers. Serve as the Customer Service representative on service improvement teams and initiatives.
• Develop and maintain departmental processes and procedures. Identify deficiencies and address them in a timely and efficient manner. 
• Effectively utilize system tools, such as Automated Travel Information System (ATIS), OrbCAD, Avaya Contact Center Manager and Call Recorder, Service One, Service Now, CMTA’s mobile app and web-based systems, IVR, SharePoint, Microsoft suite, departmental Productivity Database, Social Media systems, and UltiPro/Employee Self Service, to supervise staff and improve performance.
• Assist with the recruitment, selection, training, professional development, and on/offboarding process for CSR’s.
• Responsible for maintaining accurate time and attendance records.
• Provide coverage for customer escalation resolution, as well as coverage for peak call queues, walk-ins, social media, and correspondence, as necessary.
• Respond to Public Information Requests for the Contact Center in collaboration with the Legal department.
• Engage, motivate, and encourage agents through positive communication and feedback.
• Analyze, investigate, and resolve complex customer issues and challenges.
• Prepare department reports as needed.
• This “mission-critical” position requires reporting to work during periods of CapMetro administrative offices emergency closure. 
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.  
• Perform other position related duties as required and/or assigned.  

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:  
Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring, and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.  

WHAT YOU BRING

• Bachelor’s Degree in Business Administration or related area. Related experience will substitute for education on a year for year basis for up to four (4) years.
• Eight (8) years of customer service experience, which includes phone, written, and in-person communications preferred.
• Two (2) years of experience in a supervisory capacity in a call or contact center environment, or as a senior level customer service representative in a transit system contact center.

Knowledge, Skills, and Abilities:

• Working knowledge of call or contact center practices, methods, and performance measurements.
• Working knowledge of public transportation, and preferred knowledge of the Austin area as a user of the CapMetro transportation system.
• Ability to supervise customer service processes.
• Skilled in communicating effectively, both verbally and in writing.
• Skilled in analyzing data, troubleshooting, problem solving, and reviewing information for accuracy and completeness.
• Ability to multi-task concurrent projects and initiatives while continuing to meet customer and CSR support needs.
• Ability to establish and maintain effective working relationships with coworkers and the public.
• Intermediate knowledge in the use of Microsoft office software, creation of audience-ready documents and spreadsheets, social media platforms and navigation of browser-based tools.
• Excellent interpersonal skills and ability to establish and maintain effective working relationships with coworkers and the public.
• Ability to assess service calls and to coach employees towards improving their skill sets.
• Ability to work varied schedules.

WORK ENVIRONMENT AND PHYSICAL DEMANDS 
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. 

Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:
As a Mobile position, the incumbent is expected to work in the office as needed.  There will be access to touchdown/collaboration spaces when on site.  Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed. Mobility status is subject to change at any time based on business needs or organizational decisions. This position is based in Austin, Texas. Successful out-of-state candidates must relocate to the state of Texas prior to start date and may have the opportunity to work remotely anywhere in Texas after a specified period.