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Customer Service Operations Supervisor
2 months ago
Customer Service Operations Supervisor
Job Overview
MV Transportation is seeking a dedicated and experienced individual to oversee our call center operations. This role is essential in ensuring that our customer service team delivers exceptional support while maintaining operational efficiency.
Key Responsibilities
Primary Duties:
- Effectively manage staffing levels within the call center to meet operational demands.
- Lead training initiatives, schedule staff, and provide ongoing development to address any performance gaps.
- Monitor quality assurance metrics to ensure high standards of customer service are upheld.
- Supervise ticketing operations and ensure efficient handling of passenger trip requests.
- Coordinate rescheduling of trips as necessary, considering resource availability and operational policies.
- Act as the primary liaison between call center staff and union representatives.
- Serve as the main point of contact for clients regarding call center operations.
- Be available for immediate response to any issues that arise during call center hours.
- Continuously assess system performance and implement adjustments to enhance efficiency.
- Collaborate with the Payroll Support Manager to manage employee benefits and payroll processes.
- Uphold a professional demeanor and appearance at all times.
- Maintain attendance in accordance with company policy.
- Effectively manage multiple tasks with accuracy and efficiency.
- Perform additional duties as assigned.
Qualifications
Required Skills and Experience:
- High School diploma or equivalent is required.
- Experience with transit software is essential.
- Prior experience in data entry, dispatch, customer service, or supervisory roles is preferred.
- Strong customer service orientation and interpersonal skills.
- Proficient in data entry and familiar with Windows-based operating systems and Microsoft Office Suite.
- Knowledge of the service area is beneficial.
- Ability to communicate effectively in English; basic Spanish skills may be required based on operational needs.
- Proficient in using a multi-line phone system and managing concurrent tasks.
- Demonstrated ability to supervise and lead a team.
- Capable of working independently while following established guidelines.
- Adaptable and flexible in a fast-paced environment.
MV Transportation is committed to providing equal employment opportunities and will not discriminate against any applicant or employee based on legally protected characteristics. The information collected through this application is solely for the purpose of assessing suitability for employment and maintaining employment statistics.
Applicants may be required to undergo a pre-employment drug screening and background check following a conditional job offer.