What are the responsibilities and job description for the Call Center Supervisor position at Ateeca Inc?
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.
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.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Call Center Supervisor?
Sign up to receive alerts about other jobs on the Call Center Supervisor career path by checking the boxes next to the positions that interest you.
