Mobility Call Center Supervisor

Maryland Department of Transportation•Baltimore City, MD

10h•Onsite

About The Position

The Maryland Transit Administration (MTA) is seeking a Mobility Call Center Supervisor. This position is responsible for overseeing a team of Mobility Reservation Agents in delivering exceptional customer service. In this role, you will be responsible for the day-to-day supervision of call center operations, ensuring employees provide accurate, timely, and professional service while meeting established performance standards. The successful candidate will foster a positive work environment through coaching, mentoring, and employee development, while partnering with leadership to improve operational efficiency and enhance both the employee and customer experience. This is first-level supervisory work directing, coordinating, and monitoring call center operations for the Maryland Transit Administration (MTA).

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Five (5) years of experience in a transit system, transportation operation, call center or customer service environment.
Two (2) years of experience must have been in a supervisory capacity.
Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
Candidates may substitute the possession of a bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience.
Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.
Employees are subject to call-in 24 hours a day and will be required to maintain a reliable communication link for the purpose of emergency callback requirements.
Employees are required to work shifts, evenings, holidays, and weekends.
Employees are required to travel to various locations throughout the MTA service area.
Employees in this classification are subject to substance abuse testing in accordance with the Code of Federal Regulations 49- Federal Department of Transportation Drug Alcohol Testing Protocols and Federal Transit Administration Alcohol Testing Rules.
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Nice To Haves

Employees should adhere to all safety rules, policies, regulations, and personal protective equipment requirements to support a safe and healthy working environment.
Employees may attend and participate in safety meetings and should report hazards, unsafe acts, near misses, injuries, and accidents immediately to the Office of Safety and supervision.
To support a safe and healthy work environment, employees must refrain from willful violations of safety rules and procedures, reckless and negligent behavior, involvement in criminal activities, and the misuse of drugs or alcohol. Failure to adhere to this requirement may be subject to disciplinary action up to and including termination.
May only perform work for which they have the appropriate safety training.

Responsibilities

Supervise the daily activities of Mobility Reservation Agents in a unionized environment.
Monitor daily call center operations to ensure service level, productivity, performance metrics and customer service goals are achieved.
Coach, mentor, train, and evaluate employees.
Redistribute staffing resources and balance workloads to maintain adequate manpower during peak call volumes and operational emergencies.
Ensure employees provide professional, courteous, and accurate customer service in all phone interactions.
Resolve escalated customer concerns and issues impacting Mobility customers.
Collaborate with management and cross-functional teams to identify process improvements and implement best practices.
Promote a positive, collaborative, and customer-focused work environment while fostering teamwork and employee engagement.