Lead Supervisors of Customer Information
VIA Metro Transit
San Antonio, TX
Full-time
Call Center / Customer Service
Posted on January 16, 2019
VIA Metropolitan Transit
LEAD SUPERVISOR OF CUSTOMER INFORMATION
San Antonio, Texas
VIA Metropolitan Transit is hiring for a Lead Supervisor of Customer Information.
Job Description:
- The qualified candidate will be organizing and directing the day-to-day activities related to the operations of the call center and other departmental duties.
- Responsible for managing, training, and guiding the call center in performing their duties.
- Recommends a plan of action to improve performance when necessary.
- Counsels individual Call Center staff regarding policy violations and performance issues as warranted.
- Provides support, reports and resolves concerns and complaints.
- Monitors Call Center performance and analyzes reports to solve issues and introduce strategies for call center productivity.
- Develops schedules to ensure adequate staffing levels.
- Establishes key performance indicators to monitor call center efficiencies.
Education and Experience:
- High school diploma or equivalent;
- Plus, two (2) years additional applicable business school, college, or trades training courses and
- Three or more (3+) years of directly applicable experience in supervising a customer call center, data entry, developing departmental analysis and reporting, customer service and workforce oversight: or an acceptable combination thereof.