Customer Service Operations Supervisor

2 weeks ago

Atlanta, Georgia, United States MV Transportation Full time

Customer Service Operations Supervisor

Job Locations

US-GA-Atlanta

Position Type

Regular Full-Time

Overview

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Responsibilities

Key Responsibilities:

  1. Effectively manage staffing levels within the customer service center.
  2. Oversee training initiatives, staff scheduling, and necessary retraining to address any performance gaps.
  3. Monitor and ensure high standards of quality assurance and customer service among all team members.
  4. Supervise ticket store personnel.
  5. Manage passenger trip requests, either manually or through automated systems, to meet operational goals such as productivity, punctuality, and efficiency.
  6. Handle trip rescheduling as needed due to operator or vehicle shortages, while adhering to project scheduling policies.
  7. Act as the primary liaison for the customer service staff union.
  8. Serve as the main point of contact with clients regarding customer service operations.
  9. Be available on-call during all operational hours to address any issues or concerns.
  10. Continuously monitor system efficiencies and implement adjustments as necessary.
  11. Collaborate with the Payroll Support Manager to manage open enrollment and ongoing benefits for customer service employees.
  12. Assist in the daily and bi-weekly payroll processing for customer service staff.
  13. Maintain a professional demeanor and appearance at all times.
  14. Adhere to attendance policies.
  15. Effectively manage multiple tasks with accuracy.
  16. Perform additional responsibilities as assigned.

Qualifications

Required Qualifications:

  1. High School diploma or equivalent.
  2. Experience with transit software is essential.
  3. Prior experience in data entry, dispatch, customer service, supervisory roles, or operations is preferred but not mandatory.
  4. Strong customer service skills are a must.
  5. Proficient in data entry and familiar with Windows-based operating systems and Microsoft Office Suite.
  6. Knowledge of the service area is beneficial.
  7. Ability to read, write, and communicate effectively in English; basic Spanish may be required based on contract needs.
  8. Proficient in using a multi-line phone system and capable of handling multiple tasks simultaneously.
  9. Demonstrated supervisory skills.
  10. Ability to work independently and follow instructions accurately.
  11. Flexibility and adaptability in a dynamic work environment.

Equal Employment Opportunity

MV Transportation is committed to maintaining a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee based on race, color, religion, creed, national origin, sex, physical or mental disability, veteran status, genetic information, or any other legally recognized protected basis under federal, state, or local laws.

The information collected through this application is solely for the purpose of assessing suitability for employment, verifying identity, and maintaining employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check following a conditional offer of employment.

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