Customer Service Supervisor- Call Center

Job Description

The purpose of this position is to provide leadership and support across all customer service functions, ensuring alignment with NTTA’s Mission:Forward values. Key responsibilities include monitoring team performance, coaching individuals and groups, analyzing service trends, and assigning training as needed. The incumbent serves as the assigned supervisor to a team of 13 Customer Service Representatives (CSC IIs), spending the majority of their time in this supervisory role. They hold the authority to recommend disciplinary actions and terminations for those under their supervision. Additional duties include collaborating with HR on recruitment, conducting performance evaluations, managing workload distribution, and handling administrative tasks such as payroll and corrective actions. Flexibility is required to meet varying business needs and call volumes, including potential extended work hours and special projects. This role reports to designated supervisor. Assisting team members by handling escalated inquiries, override requests, helping team members through research and finding information to take care of customer needs. Other duties may include but not limited to assisting with Workforce Management, working with and managing vendor relationships, assisting other departments and groups.  Coaching of best practices to team members by identifying trends through data and observation of agent performance and behavior. 

Starting Rate: $58,094/annually- $76,440/annually

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. 

Responsibilities:

• Manages customer service staff performance and quality by coaching CSSs and participating in customer call monitoring sessions
• Motivates team and ensures performance metrics are met
• Recommends and implements employee recognition programs
• Schedules tasks and projects
• Monitors quality and performance standards
• Review all internal and external customer contacts
• Reviews productivity by analyzing daily call reports, updates spreadsheets, and provides statistics to Contact Center staff and management
• Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation
• Supports CSSs by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals
• Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 3600 feedbacks
• Resolves escalated customer issues and handle escalated customer calls
• Performs billing research to resolve customer inquiries
• Solicit feedback from customers and employees and recommend improvements in all internal and external processes
• Resolve internal and external customer issues; respond with urgency to customer calls and inquiries
• Ensure service level objectives are met
• Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
• Enters, organizes, and maintains critical data and reviews and verifies all deposits
• Ensures confidentiality of employee and customer records
• Quantify workforce shortages and adjust available staff accordingly
• Perform research for budget documents, compile data for computer entry and enter or oversee data entry

Qualifications:

Minimum:                                  

• High School diploma or equivalent
• 1-3 years’ experience
• Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.