Customer Service Supervisor- Customer Service Center

North Texas Tollway Authority•San Jose, CA

1d•$58,094 - $76,440•Onsite

About The Position

The Customer Service Supervisor leads daily operations across customer service channels, including the Call Center, Front Counter, and Back Office Support, to ensure consistent, high-quality service delivery. The supervisor coaches and oversees staff, monitors performance metrics, manages schedules and workload distribution, and resolves escalated customer issues while promoting NTTA’s Mission: Forward values. The position supports all groups within Customer Service, though regular duties typically focus on one of three areas: Call Center, Front Counter, or Support Services. Call Center duties include daily operational oversight of representatives handling inbound and outbound calls, email, and chat, along with call monitoring, quality reviews, coaching, performance analysis, and identifying training or process improvements. Front Counter duties may include cash handling, auditing, and balancing procedures. The Front Counter role requires availability for any assigned shift during the Monday–Saturday workweek, including Saturdays, and work at any NTTA Customer Service Center location as assigned. Locations may include Plano, Mesquite, Fort Worth, Irving, Grand Prairie, and South Dallas (DPS); assigned locations and schedules may vary according to operational needs. Support Services duties include supervising Support Service Agents and overseeing daily operations, escalated inquiries and cases, inventory management, override requests, and research support. Work volume may require additional work hours. The stated pay range is $58,094 annually minimum to $76,440 annually midpoint. A $1,000 retention bonus is listed. Applicants must be eligible to lawfully work in the United States immediately; H-1B visa sponsorship is unavailable.

Requirements

High school diploma or equivalent.
1–3 years’ experience.
Valid driver’s license or ability to obtain a Texas Class “C” driver’s license within 30 days of hire.
For Front Counter assignments, ability to work any assigned shift during the Monday–Saturday workweek; Saturday availability is required.
For Front Counter assignments, ability to report to and work at any NTTA Customer Service Center location as assigned.
Applicants must be eligible to lawfully work in the United States immediately; H-1B visa sponsorship is not available.

Responsibilities

Ensure Service Level Agreements (SLAs) are met.
Resolve escalated customer issues and handle escalated customer interactions.
Resolve internal and external customer issues and respond urgently to customer inquiries.
Manage staff performance and service quality through coaching and participation in customer interactions, call monitoring, or case management.
Monitor quality and performance standards.
Make timely leadership decisions regarding staff issues and ensure consistent policy implementation.
Conduct regular formal and informal employee coaching sessions and write and deliver performance appraisals.
Motivate the team and ensure performance metrics are met.
Communicate departmental and team results through huddles, team meetings, and one-on-one meetings; seek and deliver 360 feedback to foster open communication.
Quantify workforce shortages and adjust available staff accordingly.
Review internal and external customer contacts.
Analyze daily reports, update spreadsheets, and provide productivity statistics to Customer Service staff and management.
Solicit customer and employee feedback and recommend improvements to internal and external processes.
Recommend and implement employee recognition programs.
Schedule tasks and projects.
Support Workforce Management, manage vendor relationships, and assist other departments and groups.
Maintain individual employee records, including attendance, performance, recognition, and schedules.
Ensure confidentiality of employee and customer records.
Perform billing research to resolve customer inquiries.
Enter, organize, and maintain critical data; review and verify deposits when assigned to front counter support.
Research budget documents, compile data for computer entry, and enter or oversee data entry.
For Call Center assignments, provide direct leadership and daily oversight for representatives handling inbound and outbound calls, emails, and chat; monitor adherence to service standards, schedules, and performance expectations.
For Call Center assignments, conduct call monitoring, quality assurance reviews, and real-time observation; provide coaching and corrective guidance to improve service quality, efficiency, compliance, and customer satisfaction.
For Call Center assignments, analyze performance reports to identify trends, training needs, and process improvement opportunities, and communicate insights and action plans.
For Front Counter assignments, perform duties that may include cash handling, auditing, and balancing procedures.
For Support Services assignments, directly supervise Support Service Agents and oversee daily operations and service excellence.
For Support Services assignments, assist with escalated inquiries, cases, and calls; inventory management; override requests; and research to help team members resolve issues.