Call Center Supervisor

Job Description :

Pay Range : $37.28hr - $40hr

• ssist 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.
• ssist 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.
• pply 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.
• bility 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.
• bility to complete and pass required training program by the end of the probation period.
• Performs all other duties and projects that may be assigned.

Salary : $37 - $40