Supervisor, Transit Information Contact Center

Maryland Department of Transportation • Baltimore City, MD

6d • Onsite

About The Position

The Maryland Transit Administration (MTA) is seeking a highly motivated and experienced professional to serve as the Transit Information Contact Center (TICC) Supervisor, leading a fast-paced customer service operation that handles more than 3.5 million calls annually. The TICC Supervisor provides direct supervision to Transit Information Agents, Contact Center/IVR Technicians, and support staff responsible for delivering accurate and timely transit information to the public regarding routes, schedules, service updates, customer concerns, and related inquiries. This position also oversees operations for the Contact Center, Comment Line, Lost & Found Line, Training Unit, and the satellite Transit Information Center located at the Mondawmin Transit Hub. The TICC Supervisor is responsible for planning, coordinating, and scheduling daily operations; monitoring employee performance; providing coaching and training; resolving personnel matters; and ensuring exceptional customer service standards are maintained across all service locations and operating hours. Additional responsibilities include coordinating staffing and communication support during weather-related and special events, monitoring customer service impacts, collaborating with Operations personnel to address service disruptions, and preparing operational reports for senior management.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of experience working in a high-volume call center environment.
• Two (2) years of experience supervising employees in a high-volume customer service or call center environment, including responsibility for performance monitoring and coaching in accordance with organizational policies and collective bargaining agreements.
• Possession of a motor vehicle operator's license valid in the State of Maryland (if assigned duties requiring operation of a motor vehicle).

Nice To Haves

• Strong leadership skills.
• Strong communication skills.
• Strong organizational skills.
• Strong problem-solving skills.
• Experience managing customer service or contact center operations in a high-volume environment.

Responsibilities

• Provides direct supervision to Transit Information Agents, Contact Center/IVR Technicians, and support staff.
• Delivers accurate and timely transit information to the public regarding routes, schedules, service updates, customer concerns, and related inquiries.
• Oversees operations for the Contact Center, Comment Line, Lost & Found Line, Training Unit, and the satellite Transit Information Center.
• Plans, coordinates, and schedules daily operations.
• Monitors employee performance.
• Provides coaching and training.
• Resolves personnel matters.
• Ensures exceptional customer service standards are maintained across all service locations and operating hours.
• Coordinates staffing and communication support during weather-related and special events.
• Monitors customer service impacts.
• Collaborates with Operations personnel to address service disruptions.
• Prepares operational reports for senior management.

Benefits

• 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.
• 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.
• Reasonable accommodation for persons with disabilities will be provided as requested.

What This Job Offers

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