Supervisor, Control Center Reservation Desk at Capital Metropolitan Transportation Authority BU

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. 

• Supervise the Control Center Reservations Desk which includes scheduling work assignments, performance evaluation and disciplinary actions for employees and temporary customer service staff. 
• Assist Manager in determining staffing levels by days of the week and time of day based on call volumes, average call processing times and absenteeism levels.
• Provide CSR training, coaching, providing feedback, evaluating performance, and holding CSRs accountable for individual performance. 
• Ensure that customer inquiries and concerns are answered in a courteous, accurate and timely manner.
• Provide weekly reports, evaluation and feedback on quality and quantity of calls to CSRs.
• Recommend changes to policies, procedures, and programs that focus on improving the effectiveness of employee and operational performance. 
• Take initiative to improve customer service and support the role of the CSR.
• Use technical writing skills to revise and create training manuals for Demand Response Reservations and Frequently Asked Questions for CSRs. 
• Serve as the primary classroom trainer for customer service employees.
• Serve as lead in escalated calls.
• Develop self and staff for all customer service processes, customer service programs and other training needs of the department. Proactively involved in accomplishing departmental goals as established by the leadership of Demand Response.
• Audit and approve employees’ payroll timecards.
• Set a positive and professional example for others to emulate.
• Participate in the recruiting and selection of new CSRs.
• Develop and implement work schedules to achieve departmental performance goals. 
• Proactively monitor the work product of CSRs, including quality, productivity, timeliness, adherence to schedule, and attendance.
• Assist CSRs using Computer Aided Scheduling and Dispatching (CASD) systems and telephone systems.
• Use system tools, such as telephone systems, CASD, Service One, Payroll systems and Employee Self Service proficiently.
• Serve as the point person for users of CASD and telephone system call center and Interactive Voice Response (IVR) systems.
• Prepare operational reports on a weekly, monthly, and as needed basis.
• Prepare, assign, and oversee customer outreach reports, as needed.
• Responsible for updating client files using Cert MMS systems appropriately.
• Collaborate with manager to monitor and coordinate activities to meet requirements of Americans with Disabilities Act (ADA) complementary paratransit call center metrics.
• Support a safety culture by considering the needs and abilities of all passengers, particularly those  with disabilities, to ensure the safe and effective provision of appropriate transportation services.
• Ensure a positive safety culture is maintained by supporting the health, safety, and security of       employees within the department.
• 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

• High School Diploma required.
• Bachelor’s Degree in Business Administration or related field preferred. 
• Eight (8) years of progressively responsible call center, transportation logistics, transit management or demand response reservations experience.
• Two (2) years of supervisory/lead experience of call center staff in a bargaining unit environment preferred.

Knowledge, Skills, and Abilities:

• Working knowledge of call center practices, methods, and performance measurements.
• Skill in planning and completing assignments independently; highly organized and detail oriented.
• Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness.
• Skill in communicating effectively, both verbally and in writing.
• Ability to establish and maintain positive working relationships with co-workers and the public. 
• Working knowledge of Windows, Excel, MS Office and electronic mail software applications and other department related applications.

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 Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 5 days a week. Mobility status is subject to change at any time based on business needs or organizational decisions. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.