Call Center Supervisor - ON-SITE - Contract

Our transportation client is hiring an on-site Customer Contact Center Supervisor to support their office in Philadelphia, PA!!

The Customer Contact Center Supervisor’s primary responsibility is to supervise the activity of the SEPTA Access Customer Contact Center, as a contractor through the Midtown Group. The Customer Contact Center Supervisor will be required to provide a compliant, efficient, and productive level of service to all SEPTA Access customers, agencies, Customer Care agents, and SEPTA employees 365 days a year.

In addition to Customer Care Agent 1, Customer Care Agent 2, and Customer Care Special Projects General Duties, the general duties of the Customer Contact Center Supervisor include:

Managing and directing the daily activities of the SEPTA Access Customer Contact Center.

Carrying out supervision, call monitoring, coaching, training, re-training, disciplining, and reviewing of all Customer Care Agents work.

Act as an information source and answer agent questions, assign tasks, follow up and give instructions.

Handle all customer complaints and inquires.

Attend community outreach meetings.

Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job; as well as new hire training.

Update databases: organize support activities related to maintenance and repair of equipment.

Ensure all agents are professional at all times, both on and off the telephone (which includes, but limited to, dress code and communication use.) Direct work schedules, monitor attendance of agents, schedule breaks, lunches, and shifts, as necessary.

Practice and ensure compliance with that of all of SEPTA’s policies and procedures.

Develop performance evaluations for Customer Care agents.

Work as a liaison between departments to ensure efficient service.

Write and implement new departmental procedures as well as revisions to existing procedures.

Process and analyze department reports.

Other duties as assigned.

Key Competencies:

Professionalism

Punctuality

Excellent verbal and written communication skills

Listening skills

Excellent data entry skills

Problem solving and analysis

Interpersonal skills

Organizational skills

Teamwork

Ability to multi-task

Adaptable to change, meet the changing demands of the work environment, any delays, and other unexpected demands.

Maintain productivity levels as established by the department.

Attention to detail

Initiative

Judgment

Objectivity

Maintain confidentiality

Educations and Qualifications:

High school diploma from an accredited institution

Must have at least 2 years supervisory experience or have demonstrated leadership qualities in the current call center environment

Past work experience in call center activities

Knowledge of Microsoft Office Suite

Must be able to work weekends, holidays, split days, etc.

Bi-lingual in English/Spanish is a plus

The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women’s Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.

The Midtown Group is a multi-award-winning "Best Places To Work" staffing firm in Washington, DC (per Inc. Magazine)!!