Customer Service Center Supervisor

2 weeks ago

Atlanta, Georgia, United States Metropolitan Atlanta Rapid Transit Authority Full time

Job Overview

Position Summary

EDUCATION and/or EXPERIENCE

A Bachelor's degree in Business Administration, Communication, or a related discipline, accompanied by four years of relevant administrative and/or customer service experience, ideally within a call center and transportation context.

Familiarity with the MARTA service area, transportation offerings, and operational guidelines is advantageous. Candidates should possess demonstrated excellence in verbal and written communication, alongside strong analytical and problem-solving capabilities. Proficiency in personal computer operations and knowledge of information systems is essential. Successful completion of a customer service assessment is required. Relevant experience may be considered in lieu of formal education on a year-for-year basis.

Responsible for coordinating and managing the operations and personnel of the Authority's Customer Service Center. Provides coaching to staff, monitors operational performance, and ensures necessary training is delivered. Oversees staff in resolving customer issues and manages the customer complaint investigation process, ensuring timely and effective resolution. Develops, implements, and maintains operational procedures and accounting controls related to MARTA's Automated Fare Collection system. Manages Breeze Card account administration through a computerized interface. Identifies instances of fare media and equipment fraud, reporting findings to relevant departments for resolution. May be required to provide documentation and testify in legal proceedings as necessary.

Recognizes recurring user issues and proposes solutions, along with recommendations for enhancing Customer Service Center operations.

Forecasts resource needs for the branch, prepares budget proposals, and manages the approved budget. Updates the Business Plan and assesses branch performance. Acts as the contract administrator for equipment maintenance agreements.

Must be knowledgeable about call center operations and the technical components of a call center environment, including relevant equipment and software.

Provides supervisory assistance to all call centers within the Customer Care Center as required.

KEY RESPONSIBILITIES

  • Assigns tasks and supervises unit staff (call center and garage operations), ensuring daily activities align with unit objectives in an efficient and cost-effective manner, adhering to established policies and procedures.
  • Develops, implements, and maintains operational and accounting procedures related to MARTA's Automated Fare Collection system and customer restitution. Oversees Breeze Card account management through a computerized application interface. Conducts random audits and operational reviews to identify and address discrepancies in preparation for internal audits. Reports any identified fraud or misuse of Breeze fare media and equipment to the appropriate departments for resolution. May be required to provide documentation and testify in legal proceedings as necessary.
  • Mentors staff on effective work practices, frequently offering direct technical support.
  • Plans, monitors, evaluates, and develops employee performance to maximize potential and foster a high-performance culture.
  • Analyzes data and reports from the Customer Service Center database, identifying and recommending actions to management to address recurring service challenges.
  • Responsible for submitting weekly and monthly Performance Metrics and Key Performance Indicators (KPI) that detail the Customer Services Center's performance to senior management.
  • Assists in the development and planning of innovative programs, special projects, and services aimed at enhancing customer service and supporting the Authority's Strategic Plan initiatives.
  • Provides user system administration support for Customer Service Center application software, ensuring data integrity, backup, recovery, and user profile maintenance.
  • Collaborates with supervisors from other areas within the Customer Care Center to ensure comprehensive coverage of all branch functions as needed.
  • Supports the Manager of the Customer Care Center with various divisional duties and responsibilities as assigned.
  • Performs additional related duties as required.
SUPERVISORY RESPONSIBILITIES

Supervises Customer Care Representatives, Customer Care Field Representatives, Customer Care Specialists, and Customer Information Operators/Representatives as necessary.

WORK SCHEDULE

Must be available to work weekends, holidays, and evenings as required.



SELECTION PROCESS


The selection process may include various components to assess applicants' knowledge, skills, and abilities in job-related areas. These may consist of practical demonstrations, written communications, oral interviews, and/or competency assessments.



AMERICANS WITH DISABILITIES ACT


Qualified individuals with disabilities have the right to request reasonable accommodations to assist in performing essential job functions.


The Metropolitan Atlanta Rapid Transit Authority is an Equal Opportunity Employer and does not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, disability, or any other protected class.

Classification:
Exempt

Number of Openings: 1

Salary Range:
$51,516-$77,274

Salary Grade: 16

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