Customer Service Center Supervisor

WSP • Concord, CA

1d • $30 - $42 • Onsite

About The Position

WSP is hiring an onsite Customer Service Center Supervisor based in Concord, California. The Supervisor oversees the day-to-day operations of the Customer Service Center and supervises Customer Service Representatives, including call receivers and application verifiers, as well as a Fulfillment Representative. The role ensures adequate staffing, customer-service standards, and operational goals; handles escalated customer issues; monitors performance; and supports employee coaching and development.

The position also oversees Clipper START eligibility verification and customer support operations. This includes application processing and re-enrollment, applicant communications, documentation and CRM records, quality controls, program materials and fulfillment, and operational reporting. The Supervisor ensures work follows approved procedures, contractual requirements, privacy standards, and performance measures, and coordinates with internal management, MTC, system support teams, fulfillment contractors, and other partners.

The position requires a high school diploma or GED; some college classes or a college degree are also noted. At least one year of customer service experience is required. One year or more of lead or supervisor experience is preferred. Compensation in California is listed as $29.72–$42.46 per hour. The selected candidate must be authorized to work in the United States.

Requirements

• High school diploma or General Education Development (GED).
• Some college classes or a college degree are noted.
• At least one year of customer service experience.
• Knowledge of eligibility verification, application processing, or document review, and ability to interpret and consistently apply program criteria.
• Ability to supervise work performed in a CRM or case-management system.
• Ability to analyze application-processing, customer-contact, quality, service-level, and fulfillment data and conduct quality reviews.
• Ability to protect confidential information, reinforce proper handling of personally identifiable information, and use approved language-service resources for customers with limited English proficiency.
• Ability to manage competing phone, email, voicemail, application-processing, fulfillment, and administrative workloads within established timelines.
• Supervisory experience identifying performance gaps, conducting root-cause reviews, implementing corrective actions, and coordinating with internal departments, clients, contractors, and external fulfillment partners.
• Ability to analyze and interpret moderately complex operational data using workforce-management and reporting tools.
• Ability to collaborate with peers and other teams and communicate effectively with all levels of management and company personnel.
• Proficient computer skills, including Microsoft Word, Excel, and PowerPoint.
• Ability to prioritize and organize work in a multitasked, fast-paced, dynamic environment and make sound decisions under pressure.
• Ability to maintain confidentiality and professionalism.
• Excellent oral and written communication skills, including the ability to summarize analytical results and present them to senior leadership.
• Ability to perform essential job functions safely and consistently, meet applicable productivity standards, and adhere to attendance requirements.
• Primarily sedentary physical work requiring the ability to lift up to 45 pounds; ability to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information; frequent speech, hearing, and listening; daily computer, keyboard, office-equipment, and telephone use; and frequent hand-eye coordination.

Nice To Haves

• One year or more of lead or supervisor experience.
• Salesforce experience or knowledge.
• Experience with Visio, Access, or other Microsoft Office products.
• Knowledge of order processing and fulfillment.
• Experience managing within a transportation environment.
• Bilingual ability in Spanish, Tagalog, or Mandarin/Cantonese.

Responsibilities

• Oversee daily Clipper START eligibility verification and customer support, including electronic and paper applications, re-enrollment reviews, correspondence, and phone and email support.
• Ensure identity and income documents are reviewed accurately and eligibility criteria are applied consistently; ensure applications are approved, denied, or returned for more information as appropriate.
• Monitor application workloads and assign staff to meet processing targets of 99% within three business days and 100% within five business days.
• Ensure applications, verification documents, eligibility decisions, communications, and case outcomes are entered, digitized, uploaded, and maintained accurately in the CRM.
• Monitor voicemail and email cases to meet response targets of 95% within one business day and 100% within two business days.
• Monitor telephone queues and take action to meet call-connection and abandonment targets.
• Ensure staff provide accurate, consistent program information and support customers with limited English proficiency through approved language-service resources or qualified staff.
• Monitor compliance with requirements for collecting, accessing, using, storing, and safeguarding applications and personally identifiable information; promptly escalate suspected privacy or security issues.
• Conduct quality reviews of application decisions, supporting documents, CRM records, correspondence, and customer contacts; provide coaching, corrective action, or refresher training as needed.
• Identify root causes of missed KPIs, implement corrective measures and process improvements, and monitor follow-up actions.
• Prepare and validate daily, weekly, and monthly performance information, including contact volumes, application processing, response times, staffing, average handle time, speed of answer, and service levels.
• Coordinate application-processing, CRM, card-order, fulfillment, and program-material issues with internal management, MTC, system support teams, the Fare Media Fulfillment Contractor, and other partners.
• Oversee printed program-material inventory and order fulfillment, including monitoring inventory and ensuring partner orders ship within two business days.
• Support development and maintenance of standard operating procedures, training materials, quality controls, escalation paths, and process improvements; report system defects and workflow or CRM improvement opportunities.
• Supervise, coordinate, and schedule Customer Service Representatives and the Fulfillment Representative to maintain coverage and meet performance objectives.
• Prepare performance statistics and monitor attendance, productivity, real-time adherence, phone activity, queues, service levels, and abandonment; communicate anomalies and resource needs to management.
• Implement CSC Operations Manager directives related to KPIs and provide shift reports explaining missed service goals and corrective actions.
• Resolve escalated customer disputes, research solutions, recommend corrective services, and redirect issues when appropriate.
• Develop employees through feedback, coaching, training, mentorship, career-path support, remedial training, and corrective or disciplinary action when required.
• Perform projects assigned by the CSC Operations Manager, including end-of-day procedures, call audits, service recovery, and reporting.
• Build working relationships with internal clients, collaborate across departments, and work effectively independently and as part of a team.
• Evaluate business functions and output requirements, recommend system and process improvements, troubleshoot and document defects, and communicate business intelligence to appropriate users.
• Perform additional duties as needed to support Customer Service Center operations.

Benefits

• Medical, dental, and vision coverage.
• Disability and life insurance.
• Retirement savings.
• Paid sick leave.
• Paid vacation or other personal time.
• Paid parental leave.
• Paid time off for bereavement, voting, and attendance at naturalization proceedings.
• Flexible and agile workplace model.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED