BCForward is currently looking for Supervisor of Fares Call Center in Boston, MA 02116
Job Title: Supervisor of Fares Call Center
Work Location: Boston, MA 02116
Expected Duration: 12+ Months Contract
Pay Rate: $36.80/hr on W2
Shift: Monday-Friday between the hours of 6:15AM-8:00PM and Saturday-Sunday 8:00AM-4:00PM.
Position Description
At the MBTA we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the Public by providing safe reliable and accessible transportation.
MBTAs core values are built around safety service equity and sustainability and each employee that works for the MBTA performs their roles based on our vision mission and values.
This includes attendance participation and contribution in local safety committee meetings as needed.
Job Summary
Provides information and assistance to customers via telephone email letter chat text and web-based forms.
This includes resolving issues related to fares and Charlie cards.
Duties Responsibilities
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.
Minimum Requirements Qualifications
A High School Diploma or GED with 5 five years Supervisory experience in customer service call centers.
Effective organizational time management analytical and multi-tasking skills.
Strong personal and problem-solving skills to be informative patient tactful diplomatic respectful unbiased and ethical.
Handle sensitive and confidential information in an appropriate manner.
Experience with excellent customer service conflict resolution reading writing speaking and comprehension skills in English and /or Spanish.
Be available to work shifts Monday-Friday between the hours of 6:15AM-8:00PM and Saturday-Sunday 8:00AM-4:00PM.
Ability to use Word Excel or Database Applications.
Substitutions
An associates degree from an accredited institution with one 1 year related service.
A bachelors degree.
Preferred Experience and Skills
Related experience in a supervisory capacity.
Candidates with bilingual and/or multi-lingual skills.
Knowledge of call center phone systems and reporting.
Knowledge of the MBTA system and experience riding the MBTA a plus.
Required Skills
Call Center Experience - Required
Knowledge of MBTA Transit Systems Ie: Customer/ Rider - Highly desired
Effective organizational, time management, analytical and multi-tasking skills. - Desired
Strong personal and problem-solving skills - Highly desired
Handle sensitive and confidential information in an appropriate manner. - Required
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward 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, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.
Interested candidates please send resume in Word format Please reference job code 224318 when responding to this ad.
Get job alerts by email.Sign up now!Join Our Talent Network!
