Supervisor for Fares Call Center - Apidel Technologies

Call Center Supervisor will work in Customer Experience and will oversee the call center.
Assist in the oversight of the day-to day operations of the Call Center.
Supervise and coach call center Representatives.
Monitor call center volume using the MBTAs phone technology to ensure all Service Level agreements and Key Performance indicators are met.
Assist with planning daily work schedules and monitor activities in the call center.
Research and investigate escalated customer issues using the Customer Administration Tool (CAT).
Prioritize and delegate assignments from the Customer Administration Tool (CAT).
Produce reports as requested by management.
Apply the appropriate solutions in the CAT tool to resolve customer issues.
Responsible for knowing MBTA policies and Fare Tariff.
Communicate verbally or in writing the progress of issue resolution.
Provide customers with timely and accurate responses to issues by tracking issues from receipt to completion using the Customer Administration Tool (CAT) and the MBTA Customer Relations Management System (IRIS/HEAT).
Work with MBTA departments to research and resolve issues in a timely manner.
Respond to customers with a resolution via letter, phone, text, chat, or email.
Utilize CRM (IRIS/HEAT) to ensure issues and inquiries are documented properly and routed to the appropriate departments for resolution.
Identify trends in fares, employee, service, and maintenance issues and report to the appropriate departments.
Reports to the Manager escalated issues related to fares and passes.
Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
Highly organized and detail oriented.
Be available to work all shifts and/or locations as assigned or directed.
Ability to complete and pass required training program by the end of the probation period.
Performs all other duties and projects that may be assigned.