Customer Service Center Supervisor

WSP•Concord, CA

13h•Onsite

About The Position

WSP is seeking a Customer Service Center Supervisor for an onsite position in Concord, California. The Supervisor oversees day-to-day Customer Service Center operations and a team of Customer Service Representatives, including call receivers and application verifiers, to maintain staff coverage, customer service standards, and operational goals. The role handles escalated customer issues, monitors performance, and supports employee coaching and development. The Supervisor also oversees Clipper START eligibility verification and customer support operations. This includes application processing, applicant communications, documentation, quality controls, program reporting, and compliance with approved procedures, contractual requirements, privacy standards, and performance measures. The position supervises and schedules staff, monitors service and processing metrics, supports process improvements, and coordinates with internal teams, MTC, contractors, system support teams, and other partners. The role is primarily sedentary and performed in a quiet-to-moderate-noise work environment. It involves daily use of a computer, keyboard, standard office equipment, and telephone, as well as occasional lifting and the ability to walk and stand.

Requirements

Knowledge of eligibility-verification, application-processing, or document-review operations and ability to interpret and consistently apply program criteria.
Experience supervising 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 of documentation, decisions, correspondence, customer contacts, and CRM records.
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.
High school diploma or GED; some college classes or a college degree.
At least one year of customer service experience.
Ability to perform essential job functions safely and consistently, meet productivity standards, and adhere to attendance requirements.
Ability to lift up to 45 pounds and to lift, carry, walk, and stand; vision for reading, recording, and interpreting information; frequent speech communication, hearing, and listening; daily computer and keyboard use; ability to access, input, and retrieve computer information; and frequent hand-eye coordination to operate computer and office equipment.

Nice To Haves

Salesforce experience.
One year or more of lead or supervisor experience.
Experience with Visio, Access, or other Microsoft Office products.
Knowledge of order processing and fulfillment.
Experience managing within a transportation environment.
Bilingual in Spanish.
Bilingual in Tagalog.
Bilingual in Mandarin or 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 consistently applied; oversee appropriate application approvals, denials, or returns for additional information.
Monitor application workloads and assign staff to meet processing targets: 99% within three business days and 100% within five business days.
Ensure application documents, eligibility decisions, communications, and case outcomes are accurately entered, digitized, uploaded, and maintained 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 operational action to connect 95% of distributed calls to a representative within 180 seconds and keep abandonment below 3% for calls waiting longer than 30 seconds.
Ensure staff provide accurate and consistent information about application status, eligibility, documentation, re-enrollment, and card fulfillment; support customers with limited English proficiency using approved language services or qualified staff.
Monitor compliance with requirements for collecting, accessing, using, storing, and safeguarding applications and personally identifiable information; immediately escalate suspected privacy, security, or improper-handling issues.
Conduct quality reviews of application decisions, documents, CRM records, correspondence, and customer contacts; provide coaching, corrective action, or refresher training when needed.
Identify root causes of missed KPIs, implement corrective measures and process improvements, and monitor actions to prevent recurrence.
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 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 customer service statistics; 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, reporting, and other operational activities.
Build working relationships with internal clients, collaborate across departments, and work independently and as part of a team to achieve operational objectives.
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 coverage
Dental coverage
Vision coverage
Disability coverage
Life insurance
Retirement savings
Paid sick leave
Paid vacation or other personal time
Paid parental leave
Paid time off for bereavement, voting, and/or attendance at naturalization proceedings