What are the responsibilities and job description for the Call Center Supervisor position at Infojini Inc?
Job Title: Call Center Supervisor (Onsite)
Location: Boston, MA 02116
Type: 06-09 months contract with possibility of extension
Shift: 1st shift (Monday to Friday)
Job Description:
- Call Center Supervisor will work in Customer Experience and will oversee the call center.
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 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.
