Sr Manager Customer Service Job at Dallas Area Rapid Transit
General Summary:
The position leads a large onsite and remote team and assists leadership with overseeing daily operations. This role is responsible for department functions, including personnel, scheduling, systems, budget, initial and on-going training, and employee development. Oversees the daily operations of the Customer Care Center, Lost and Found Center, the agency’s main telephone line and the Interactive Voice Response (IVR) system. Supervises personnel activities for Dallas Area Rapid Transit's (DART) Customer Service Section. Manages a staff of approximately 6-8 employees and indirectly manages all teams within Customer Service department.
Essential Duties and Responsibilities:
Manages the daily functions of Customer Care Center, Lost and Found Center, the agency’s main telephone line, and the Interactive Voice Response (IVR) system to ensure customer concerns are addressed.
Oversees planning, developing, and administration of customer service training programs to increase and improve staff productivity and sensitivity in dealing with the public.
Delivering superior customer service by effectively managing and motivating a diverse call center team.
Develops policies and procedures for section and evaluates for effectiveness.
Develops Call Center KPI through dashboards and reporting tools to monitor department performance and update upper management.
Analyzing team performance, identifying performance gaps, and providing feedback and coaching.
Leads in establishment of long-range objectives regarding section programs for the Call Center.
Interviews, selects, supervises, develops, evaluates, counsels, and if necessary, terminates subordinate personnel according to established policies, procedures, and guidelines to include Equal Employment Opportunity and Affirmative Action (EEO/AA) programs goals and objectives.
Acts as a resource to and liaison between section and various departments within DART as well as with external contacts.
Collects and analyzes system data for trends and operational efficiencies and recommends operational changes for improvement.
Investigates customer concerns and recommends solutions.
Ensures appropriate staffing levels for the Customer Care Center, Lost and Found Center, and the agency’s main telephone line, for effective work assignments.
Develops, submits for approval, and monitors section budget. Takes action to correct variances. Participates with mid-year budget review.
Performs other related duties as assigned.
Minimum Knowledge, Skills, and Abilities Required:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.
Bachelors Degree in Business Administration, Public Administration, Communications, or related field.
Seven (7) years progressively responsible experience in a customer service, telecommunications, call center or related environment to include a minimum of three (3) years supervising staff involved in a customer call center or related environment.
Pass a physical (medical) examination that includes a drug screen to operate DART non-revenue vehicles.
A high level of analytical skills required to find solutions to complex and difficult professional, technical, and administrative problems.
Proficiency of PC software applications to include word processing, spreadsheet, database and Interactive Voice Response (IVR) system.
Physical ability required to be mobile and occasionally, 15% - 25% of work time, lift objects weighing 5 - 10 pounds such as books, files, or computer binders.
Mental ability required to read complex and difficult materials reports and focus to details.
Substantial interpersonal skills required to effectively communicate with sensitivity to all levels of supervisory and non-supervisory employees, government entities, members of a culturally, politically, and socially diverse community, vendors, and others both inside and outside of DART.
Working Conditions:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.
Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.
DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V
Pay Grade:
Commensurate with education and experience.
Posting End Date: May 28, 2023
JR100630
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