Customer Care Supervisor/Call Center

Job Description

Job Description

Company Overview : Join Davidson Transit Organization / WeGo Public Transit, where we are dedicated to delivering exceptional service to our community.

As a key player in public transit, we strive to ensure every customer experience is seamless and satisfying.

Position Overview : Customer Care Call Center Supervisor

Purpose : The Customer Care Supervisor / Call Center plays a pivotal role in overseeing daily operations, ensuring adherence to company policies, and driving excellence in customer service.

This position reports directly to the Director of Customer Care, offering an opportunity to lead and inspire a team committed to delivering unparalleled service.

Key Responsibilities :

• Customer Care Management :
• Set clear objectives for daily call center operations.
• Analyze call center metrics to optimize performance.
• Coach and train staff to uphold service standards.
• Prepare detailed reports for management review.
• Monitor interactions to maintain compliance with policies.
• Supervisory Leadership :
• Determine staffing needs and create schedules.
• Mentor, train, and evaluate departmental staff.
• Resolve escalated customer issues effectively.
• Recommend improvements for operational efficiency.
• Organize and participate in offsite events.
• Act as Director in Absence :
• Assume managerial responsibilities when required.
• Customer Care Activities :
• Assist during peak periods to ensure smooth operations.
• Facilitate conflict resolution with tact and diplomacy.
• Collaborate on customer service initiatives.
• Train representatives on effective communication methods.
• Handle and monitor customer complaints and inquiries.
• AccessRide Service Activities :
• Supervise reservation activities and database management.
• Ensure compliance with ADA regulations and company policies.
• Safeguard confidential passenger information.

Additional Requirements :

• Bachelor's degree or equivalent experience.
• Prior supervisory experience preferred.
• Excellent communication and interpersonal skills.
• Familiarity with WeGo Transit services and Davidson County.
• Ability to quickly learn and utilize Trapeze program.
• Dedication to exceptional customer service.
• Flexible availability, including evenings and weekends.

Physical Requirements : This role involves prolonged periods of sitting and standing, as well as the operation of office equipment.

Benefits :

• Competitive salary and comprehensive benefits package.
• Opportunities for career advancement within a dynamic organization.

Join Our Team : Embark on a rewarding career with Davidson Transit Organization / MTA, where your leadership and customer service skills will make a difference every day.

Apply now and be part of our commitment to excellence in public transportation.

Classification : Exempt under the Fair Labor Standards Act (FLSA).

Note : This job description outlines primary responsibilities and qualifications, but does not limit additional duties as assigned.

We encourage individuals with diverse backgrounds and experiences to apply.