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Lead Supervisor of Customer Information

VIA Metro Transit
San Antonio, TX Full-time
Posted on April 24, 2019

Lead Supervisor of Customer Information

VIA Metropolitan Transit

San Antonio, Texas

Details:

  • This position will organize and direct the day-to-day activities related to the operations of the call center and other departmental duties.
  • The qualified candidate is responsible for managing, training, and guiding the Call Center in performing their duties.
  • Recommends a plan of action to improve performance when necessary.
  • Counsels individual Call Center staff regarding policy violations and performance issues as warranted.
  • Provides support, reports and resolves concerns and complaints.
  • Monitors Call Center performance and analyzes reports to solve issues and introduce strategies for call center productivity.
  • Develops schedules to ensure adequate staffing levels.
  • Establishes key performance indicators to monitor call center efficiencies.

Qualifications:

High school diploma or equivalent; plus two years additional applicable business school, college, or trades training courses and three or more years of directly applicable experience in supervising a customer call center, data entry, developing departmental analysis and reporting, customer service and workforce oversight: or an acceptable combination thereof.

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Equal Opportunity Employer - VIA values diversity and inclusion.