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Call Center Supervisor

3 months ago

Boston, United States Infojini Inc Full time

Job Title – Call Center Supervisor

Location – Boston, MA 02116

Duration – 12+ months contract position

Shift Hours – Mon – Fri, possible weekends


Job Description

  • At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the Public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.
  • Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and Charlie cards.


Job Duties & Responsibilities

  • Assist in the oversight of the day-to day operations of the Call Center.
  • Supervise and coach call center Representatives.
  • Monitor call center volume using the MBTA’s phone technology to ensure all Service Level agreements and Key Performance indicators are met.
  • Assist with planning daily work schedules and monitor activities in the call center.
  • Research and investigate escalated customer issues using the Customer Administration Tool (CAT).
  • Prioritize and delegate assignments from the Customer Administration Tool (CAT).
  • Produce reports as requested by management.
  • Apply the appropriate solutions in the CAT tool to resolve customer issues.
  • Responsible for knowing MBTA policies and Fare Tariff.
  • Communicate verbally or in writing the progress of issue resolution.
  • Provide customers with timely and accurate responses to issues by tracking issues from receipt to completion using the Customer Administration Tool (CAT) and the MBTA Customer Relations Management System (IRIS/HEAT).
  • Work with MBTA departments to research and resolve issues in a timely manner.
  • Respond to customers with a resolution via letter, phone, text, chat, or email.
  • Utilize CRM (IRIS/HEAT) to ensure issues and inquiries are documented properly and routed to the appropriate departments for resolution.
  • Identify trends in fares, employee, service, and maintenance issues and report to the appropriate departments.
  • Reports to the Manager escalated issues related to fares and passes.
  • Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
  • Highly organized and detail oriented.
  • Be available to work all shifts and/or locations as assigned or directed.
  • Ability to complete and pass required training program by the end of the probation period.
  • Performs all other duties and projects that may be assigned.

Minimum Requirements & Qualifications

  • A High School Diploma or GED with (5) five years Supervisory experience in customer service call centers.
  • Effective organizational, time management, analytical and multi-tasking skills.
  • Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
  • Handle sensitive and confidential information in an appropriate manner.
  • Experience with excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and /or Spanish.
  • Be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM.
  • Ability to use Word, Excel, or Database Applications.


Substitutions

  • An associate’s degree from an accredited institution with one (1) year related service.
  • A bachelor’s degree.


Preferred Experience and Skills

  • Related experience in a supervisory capacity.
  • Candidates with bilingual and/or multi-lingual skills.
  • Knowledge of call center phone systems and reporting.
  • Knowledge of the MBTA system and experience riding the MBTA a plus.


Company Overview:

Infojini Consulting is a Staffing and Recruitment company and incorporated in Baltimore, MD.

  • Infojini caters various hospitals, health & wellness centers, pharmacy, and medical facilities over fifty states across the United States.