Job Title: Supervisor of Call Center
Position Type: 12 Months Contract (with Possible Extension)
Location: Boston, MA (Hybrid)
Salary Range: $37 per hour (USD)
Job ID#: 12345
Job Description:
- 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.
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 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 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)
- Work with 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) At least 3 years of experience in Supervising 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
- 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.
Job Types: Full-time, Contract
Pay: $37.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
Experience:
- Supervisor: 5 years (Required)
- Customer service: 5 years (Required)
- Call center: 5 years (Required)
- Ability to use Word, Excel: 5 years (Required)
Ability to Commute:
- Boston, MA 02116 (Required)
Ability to Relocate:
- Boston, MA 02116: Relocate before starting work (Required)
Work Location: Hybrid remote in Boston, MA 02116