Transit Systems 2019-03-10 2019-04-14

Supervisor - Customer Information Center

Company: Metropolitan Atlanta Rapid Transit Authority View more listings
Location: Atlanta, Georgia
Job Status: Not Specified
Job ID: 111623
Website: http://www.itsmarta.com

SUMMARY
Supervises the operation of MARTA’s Customer Information Center Unit which is the central point of contact for customers requesting bus and rail schedules and trip itinerary planning services and for customers submitting e-mail travel inquiries and general MARTA service inquiries. Also, supervises the Five Points Customer Information Booth. Supervises the interface/integration of MARTA’s bus and rail schedules through a computerized application interface (Trapeze). Ensures effective implementation, integration and operation of related systems. Plans, administers and controls data updates. Develops processes for testing, maintaining hardware and software, and updates user manuals. Develops, implements and evaluates operational procedures. Prepares budget requests and administers approved budget. Updates the Customer Information Center Operating Plan annually and evaluates Branch performance daily. Oversees the data integrity of customer service software applications. Assists Customer Care leadership with a variety of duties and functions as assigned. Maintains a thorough knowledge of the Labor Union contract. Coordinates with Labor Relations and Legal Services to prepare strategy and provide testimony at Labor Union Arbitrations and Grievance Hearings. On call 24 hours per day, 7 days each week, including inclement weather. Must be familiar with general call center operations and the technical aspects of a call center environment including equipment and software.

Provides supervisory support to all call centers within the Customer Care Center as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Supervises the operation of MARTA’s Customer Information Center Unit, including the Five Points Information Booth, which is the central point of contact for customers requesting bus and rail schedules and trip itinerary planning services and for customers submitting e-mail travel inquiries and general MARTA service inquiries.

  • Supervises the interface/integration of MARTA’s bus and rail schedules through a computerized application interface (Trapeze). Ensures effective implementation, integration, and operation of related systems. Plans, administers and controls data updates to ensure properly integrated systems.

  • Responsible for the submittal of weekly and monthly Performance Metrics and Key Performance Indicators (KPI) detailing the performance of the Customer Information Center to senior management and the Board of Directors.

  • Develops, implements and evaluates operational procedures to enhance and improve the accuracy of disseminating travel related information in the Customer Information Center. Monitors the quality of customer care provided to customers. Performs random operational reviews and data source audits to uncover irregularities and discrepancies. Reviews and monitors Customer Information technical procedures to maintain current and up-to-date controls.

  • Supervises and evaluates all personnel within the branch. Assists with making personnel decisions including hiring and terminations. Trains staff, plans work schedules, and monitors performance. Investigates and resolves employee complaints to achieve optimal management/employee relationships. Creates a customer led environment by coaching and encouraging employees to better serve customer needs.

  • Ensures that Customer Information Center equipment is maintained properly. Serves as contract administrator for contracted equipment maintenance.

  • Interchanges duties with supervisors of other areas in the Customer Care Center (Customer Service Center, Breeze Card Investigations) to ensure supervisory coverage for all branch functions as needed.

  • On call 24 hours per day, 7 days each week, including inclement weather.


SUPERVISORY RESPONSIBILITIES
Customer Information Operators and Customer Information Representatives.

EDUCATION and/or EXPERIENCE
A bachelor's degree preferably in Business Administration or other related fields. Four years of directly related job experience is required, preferably in supervising call centers in the transit and customer service industry. Must have knowledge of call center systems, performance models and metrics, process improvement fundamentals and customer service techniques. Must have effective supervisory skills including organizational and people management and problem-solving, team building, coaching and mentoring skills. Bi-lingual skills would be an added value. Knowledgeable of call center equipment and front-end software desired. Candidate must successfully pass a customer service assessment as administered by Human Resources. Directly related job experience may be substituted for a degree on a year-for-year basis.

COMPUTER SKILLS
The primary tool for this job is the computer. Must be able to navigate through computer systems to obtain access to Customer Service application interfaces. Must be able to use workstation systems, databases and software programs. Must be able to prepare Excel spreadsheets.

Transit Job Listing - Supervisor - Customer Information Center