Job Description

Job Description

We are hiring a Call Center Supervisor to support our call center at SEPTA!

Overview:

The Customer Contact Center Supervisor’s primary responsibility is to supervise the activity of the CCT Customer Contact Center. The Customer Contact Center Supervisor will be required to provide a compliant, efficient, and productive level of service to all CCT customers, agencies, Customer Care agents, and SEPTA employees 365 days a year.

The general duties of the Customer Contact Center Supervisor include:

· Managing and directing the daily activities of the CCT Customer Contact Center.

· Carrying out supervision, call monitoring, coaching, training, re-training, disciplining, and reviewing of all Customer Care Agents work.

· Act as an information source and answer agent questions, assign tasks, follow up and give instructions.

· Handle all customer complaints and inquires.

· Attend community outreach meetings.

· Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job; as well as new hire training.

· Update databases: organize support activities related to maintenance and repair of equipment.

· Ensure all agents are professional at all times, both on and off the telephone (which includes, but limited to, dress code and communication use.) Direct work schedules, monitor attendance of agents, schedule breaks, lunches, and shifts, as necessary.

· Practice and ensure compliance with that of all of SEPTA’s policies and procedures.

· Develop performance evaluations for Customer Care agents.

· Work as a liaison between departments to ensure efficient service.

· Write and implement new departmental procedures as well as revisions to existing procedures.

· Process and analyze department reports.

· Other duties as assigned.

Key Competencies:

· Professionalism

· Punctuality

· Excellent verbal and written communication skills

· Listening skills

· Excellent data entry skills

· Problem solving and analysis

· Interpersonal skills

· Organizational skills

· Teamwork

· Ability to multi-task

· Adaptable to change, meet the changing demands of the work environment, any delays, and other unexpected demands.

· Maintain productivity levels as established by the department.

· Attention to detail

· Initiative

· Judgment

· Objectivity

· Maintain confidentiality

Educations and Qualifications:

· High school diploma from an accredited institution

· Must have at least 2 years supervisory experience or have demonstrated leadership qualities in the current call center environment

· Past work experience in call center activities

· Knowledge of Microsoft Office Suite

· Must be able to work weekends, holidays, split days, etc.

· Bi-lingual in English/Spanish is a plus