Basic Function

Supervise the day-to-day activities of a team of employees in Lost & Found, Welcome Center, and call center support functions. Provides training and development to all customer service employees, including new hiring training, refresher training for existing staff, and ongoing training and development classes for other employees. Responsible for developing team skills in areas of quality customer service. Monitors and tracks staff performance to access training effectiveness. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
 

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g. training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department outcomes are achieved.
• Supervises the Lost & Found office and storage in METRO’s RideStore, the administration building Welcome Center, and call center support functions.
• Provides training and development, new hire quality monitoring, and on-the-job training to ensure excellent internal and external customer service.  
• Administers the delivery of training and development programs. Selects develops and evaluates personnel to ensure the efficient operation of the call.  
• Monitors and reviews the progress of trainees
• Identifies and recommends Customer Service Call Center staff for training and cross-training. 
• Identifies and implements career development training to meet employee needs with OD
• Monitors the call center service environment and call traffic to support real-time, proactive adjustments to quality control; provides feedback to the management team 
• Complete and deliver performance evaluations, development plans, and disciplinary actions in a timely and consistent manner. 
• Uses quality monitoring data management system to compile and track new hire team performance and provides feedback to the management team on staff progress
• Participates and contributes in quality calibration sessions to identify customer needs and expectations and improve overall representative skills
• Verifies results by measuring skills in the use of scripts, greeting, listening skills, etiquette, handling objections, efficiency, courteous close of the call, and other skills as directed
• Prepares trainer evaluation reports to assist in curriculum & training improvements
• Works with management to develop departmental training materials based on organizational and individual needs in accordance with industry standards, FTA, and ADA guidelines.
• Identifies and recommends applicable focus areas to improve service and call quality.
• Develops testing and evaluation procedures, evaluates the training and development program’s effectiveness,, and makes recommendations to management.
• Keeps current/up-to-date developments in training and best practices.
• Provides excellent customer service to METRO internal and external customers.
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school or GED required.  Bachelor’s degree in Communications, Human Resources, Business Administration, or related field preferred.

Years & Experience Required

Minimum five (5) years of experience to include, training, curriculum development, and/or customer service. Minimum of two (2) years of lead/supervisory experience.  Additional experience with Trapeze, Fare Media Tracker, Lost & Found, Google Transit, Next Bus Texting, Mobile App, PCS complaints software, Microsoft Office Suite tools and ACD (Automated Call Distribution) information system a plus.  Training experience in a transit environment preferred.

Knowledge & Skills Required

Strong knowledge of call center operations and processes.  General knowledge of commonly used training concepts, practices and techniques.  Excellent organizational and time management skills and oral, written, and interpersonal communication skills and strong presentation skills.  Proficient computer skills and related software; Microsoft Office, Excel, Word and Power Point. 
 

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.