Supv Customer Services Center

MARTA • Atlanta, GA

3d

About The Position

Coordinates and administers the operations and staff of the Authority's Customer Service Center. Coaches staff, monitors operations and performance, and ensures that training is provided as needed. Supervises Customer Service Center staff in problem resolution activities. Oversees the customer complaint field operations, ensuring prompt and efficient complaint investigation and timely submittal to Authority-wide Operational Management. Develops, implements and maintains operating procedures and accounting control procedures related to MARTA’s Automated Fare Collection fare media. Oversees the administration of Breeze Card accounts through a computerized application interface. Identifies fare media and equipment fraud and misuse and reports to Technology, Police Services and Legal Services for resolution. May be required to provide supporting documentation and testify at criminal proceedings regarding pending litigation. Identifies recurring user problems and makes recommendations to resolve them as well as recommendations for enhancing Customer Service Center activities. Defines and forecasts branch resource requirements, prepares budget requests, and administers the approved budget. Updates the Business Plan and evaluates Branch performance. Serves as contract administrator for equipment maintenance contracts. Must be familiar with call center operations and the technical aspects of a call center environment, including equipment and software. Provides supervisory support to all call centers within the Customer Care Center as needed.

Requirements

• Bachelor’s degree in business administration, Communication or related field plus four years of administrative and/or customer service-related experience, preferably in a call center and transportation environment.
• Knowledge of MARTA service area, transportation services, and operating policies and procedures desired.
• Must have previous experience where excellent verbal and written communication skills and good analytical and problem-solving skills were demonstrated.
• Personal computer skills and knowledge of information system processes required.
• Candidate must successfully pass the customer service assessment administered by the Recruiting branch.
• Directly related experience may be substituted for education on a year-for-year basis.
• Must be familiar with call center operations and the technical aspects of a call center environment, including equipment and software.

Nice To Haves

• Knowledge of MARTA service area, transportation services, and operating policies and procedures desired.

Responsibilities

• Assigns work to and supervises unit employees (call center and garage operations). Ensures day-to-day activities, in support of unit work goals, are completed in an efficient and cost-effective manner within established policies and procedures.
• Develops, implements and maintains operating procedures and accounting control procedures related to MARTA’s Automated Fare Collection fare media and customer restitution. Oversees the administration of Breeze Card accounts through a computerized application interface. Performs random audit and operational reviews to address irregularities and discrepancies that may exist in preparation for internal audits. Identifies Breeze fare media and equipment fraud and misuse and reports to Technology, Police Services and Legal Services for resolve. May be required to provide supporting documentation and testify at criminal proceedings regarding pending litigation.
• Coaches personnel on proper performance of work, frequently providing direct technical assistance.
• Plans, monitors, evaluates and develops employee performance to maximize employee potential and maintain a high-performance environment.
• Analyzes data and reports from the Customer Service Center database. Identifies and recommends management actions needed to address recurring service issues.
• Responsible for the submittal of weekly and monthly Performance Metrics and Key Performance Indicators (KPI) detailing the performance of the Customer Services Center to senior management.
• Assists in program development and planning for the establishment of new/innovative programs, special projects and services designed to provide superior customer service and to support the Authority's Strategic Plan initiatives.
• Provides user system administration support to the Customer Service Center application software including the H.E.A.T., NextFare, Hummingbird and Transit Master applications to ensure data integrity, backup and recovery, and user profile maintenance.
• Interchanges duties with supervisors of other areas in the Customer Care Center (Customer Information Center and Customer Service Center) to ensure coverage of all branch functions as needed.
• Assists and supports the Manager of the Customer Care Center with a wide variety of divisional duties and functions as assigned.
• Performs other related duties as required, including Transit Ambassador assignments.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager