Supervisor Call Center
Monday - Friday, 8:30- 5PM/ Flexible with the shift
12 Months
$26-29/ Hr
10 Park Plaza #4160, Boston, MA, 02116
#Teamh
Job Summar
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.
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.
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
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
Substitution
An associate’s degree from an accredited institution with one (1) year related service
A bachelor’s degree.
Preferred Experience and Skill
Candidates with bilingual and/or multi-lingual skills
Knowledge of call center phone systems and reporting
Thanks
Sunny Mehdiratta
201-987-1139
Job Type: Contract
Pay: $28.56 - $31.95 per hour
Benefits:
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
Schedule:
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
- Customer Service: 3 years (Required)
- Supervising: 3 years (Required)
- CRM software: 3 years (Required)
Ability to Commute:
- Boston, MA 02116 (Preferred)
Ability to Relocate:
- Boston, MA 02116: Relocate before starting work (Preferred)
Work Location: In person