Supervisor, Control Center Reservation Desk
Company: Austin Capital Metro
Location: Austin
Posted on: June 25, 2022
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Job Description:
Supervisor, Control Center Reservation Desk
WHO WE'RE LOOKING FOR
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.
WHAT YOU'LL BE DOING
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.
WHAT YOU BRING
* 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.
WHAT'S IN IT FOR YOU
* 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!
WHAT YOU SHOULD KNOW
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.
SALARY COMMENSURATE WITH EXPERIENCE
Keywords: Austin Capital Metro, Austin , Supervisor, Control Center Reservation Desk, Hospitality & Tourism , Austin, Texas
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