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Supervisor, Control Center Reservation Desk

Company: Austin Capital Metro
Location: Austin
Posted on: June 25, 2022

Job Description:

Supervisor, Control Center Reservation Desk


Are you a leader who thrives in training and coaching a team? Do you enjoy providing an exceptional customer service? Come and join CapMetro! We are reserving a seat for you!

The Supervisor Control Center Reservation Desk reports directly to the Manager, Demand Response Operations. This position is responsible for the supervision of all daily functions of the Control Center Customer Service Representatives (CSRs) in the delivery of exceptional service to Capital Metro's Demand Response customers within the guidelines established by the Metro Access Rider Guide, Labor Employment Manual, and company policies.


Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

* Supervise the Control Center Reservations Desk which includes scheduling work assignments, performance evaluation and disciplinary actions for employees and temporary customer service staff.
* Assist Manager in determining staffing levels by days of the week and time of day based on call volumes, average call processing times and absenteeism levels.
* Provide CSR training, coaching, providing feedback, evaluating performance, and holding CSRs accountable for individual performance.
* Ensure that customer inquiries and concerns are answered in a courteous, accurate and timely manner.
* Provide weekly reports, evaluation and feedback on quality and quantity of calls to CSRs.
* Recommend changes to policies, procedures, and programs that focus on improving the effectiveness of employee and operational performance.
* Take initiative to improve customer service and support of the role of the CSR.
* Use technical writing skills to revise and create training manuals for Demand Response Reservations and Frequently Asked Questions for CSRs.
* Serve as the primary classroom trainer for customer service employees.
* Serve as lead in escalated calls.
* Develop self and staff for all customer service processes, customer service programs and other training needs of the department. Proactively involved in accomplishing departmental goals as established by the leadership of Demand Response.
* Audit and approve employees' payroll time cards.
* Set a positive and professional example for others to emulate.
* Participate in the recruiting and selection of new CSRs.
* Develop and implement work schedules to achieve departmental performance goals.
* Proactively monitor the work product of CSRs, including quality, productivity, timeliness, adherence to schedule, and attendance.
* Assist CSRs using Computer Aided Scheduling and Dispatching (CASD) systems and telephone systems.
* Use system tools, such as telephone systems, CASD, Service One, Payroll systems and Employee Self Service proficiently.
* Serve as the point person for users of CASD and telephone system call center and Interactive Voice Response (IVR) systems.
* Prepare operational reports on a weekly, monthly and as needed basis.
* Prepare, assign and oversee customer outreach reports, as needed.
* Responsible for updating client files using Cert MMS systems appropriately.
* Collaborate with manager to monitor and coordinate activities to meet requirements of Americans with Disabilities Act (ADA) complementary paratransit call center metrics.
* Support a safety culture by considering the needs and abilities of all passengers, particularly those with disabilities, to ensure the safe and effective provision of appropriate transportation services.
* Ensure a positive safety culture is maintained by supporting the health, safety, and security of employees within the department.
* Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
* Perform other duties as required and/or assigned.


* High School Diploma or GED.
* Five (5) years of progressively responsible call center, transportation logistics, transit management or demand response reservations experience.
* Two (2) years of supervisory/lead experience of call center staff in a bargaining unit environment preferred.

Knowledge, Skills, and Abilities

* Working knowledge of call center practices, methods, and performance measurements.
* Skill in planning and completing assignments independently; highly organized and detail-oriented.
* Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness.
* Skill in communicating effectively, both verbally and in writing.
* Ability to establish and maintain positive working relationships with co-workers and the public.
* Working knowledge of Windows, Excel, MS Office and electronic mail software applications and other department related applications.


* Work with a diverse, collaborative and energetic workforce whose focus is to bring innovation into the industry and how we serve our customers and team members.
* Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home.
* If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Child Care and Learning Center.
* ---and much more!


Capital Metro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state or local laws. Capital Metro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.


Keywords: Austin Capital Metro, Austin , Supervisor, Control Center Reservation Desk, Hospitality & Tourism , Austin, Texas

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