Call Center Supervisor

Call Center Supervisor

BCforward is currently seeking a highly motivated Call Center Supervisor for an opportunity in Boston, MA 02116

Position Title: Call Center Supervisor

Location: Boston, MA 02116

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 06 Months Contract

Job Type: Full Time >%3D40 Hrs. Weekly, Contract, On-Site

Pay Range: $30/hr. -36/hr. on w2

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job title: Call Center Supervisor

Location: Boston, MA 02116

Duration: 06 Months Contract

We are seeking a Call Center Supervisor to oversee the daily operations of our call center. The ideal candidate will be responsible for supervising and coaching call center representatives, monitoring performance metrics, and ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). This role requires excellent organizational skills, a strong attention to detail, and the ability to handle escalated customer issues effectively.

Key Responsibilities:

Call Center Operations Oversight:

• Supervise the day-to-day operations of the call center.
• Plan daily work schedules and monitor team activities to ensure efficient workflow.

Team Supervision and Coaching:

• Provide guidance, coaching, and support to call center representatives.
• Foster a productive and customer-focused work environment.

Performance Monitoring:

• Monitor call center volume using phone technology systems to ensure SLAs and KPIs are met.
• Identify and address performance issues promptly.

Issue Resolution:

• Research and investigate escalated customer issues using the Customer Administration Tool (CAT).
• Apply appropriate solutions in CAT to resolve customer concerns.
• Communicate issue resolution progress verbally or in writing.

Customer Communication:

• Provide timely and accurate responses to customer inquiries and issues via phone, email, text, or chat.
• Track issues from receipt to resolution using CRM tools such as IRIS/HEAT.

Reporting and Documentation:

• Produce reports as requested by management.
• Document and route customer issues appropriately in the CRM system.
• Identify trends in fares, employee service, and maintenance issues and report findings to relevant departments.

Collaboration and Compliance:

• Work with MBTA departments to research and resolve customer issues promptly.
• Ensure compliance with MBTA policies, Fare Tariff, and other rules and regulations.

General Duties:

• Support escalated issues related to fares and passes, reporting directly to the Manager.
• Perform other duties and projects as assigned.

Required Skills and Qualifications:

• Highly organized and detail-oriented.
• Strong ability to read and understand training materials, policies, rules, and safety directives.
• Excellent communication skills, both verbal and written.
• Proficient in using customer relationship management (CRM) tools like IRIS/HEAT and CAT.
• Availability to work all shifts and/or locations as required.
• Ability to complete and pass required training programs within the probation period

Preferred Qualifications:

• Experience in call center operations or customer service management.
• Knowledge of MBTA policies and Fare Tariff.
• Proven ability to handle escalated customer issues efficiently.

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 234537 when responding to this ad.

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