Team Leader METROLift Dispatch Call Center

Basic Function

Team Leader will emphasize superior customer service and promote a positive image of METROLift in conjunction with Management. Will assist in overseeing METROLift’s Dispatch Call Center Staff, sub-teams and operations to ensure customer needs are met. Serves as a resource for METROLift Customer Service Representatives. Jointly accountable for achieving individual, team and department goals. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Customer Focus/Service Performance:
• Receives and responds timely to incoming customer contacts (calls, e-mail, letters, walk-in’s, etc.)
• Responsible for setting a positive example by providing superior customer service to both internal and external customers.
• Assists with call volume in customer service and supervisor call ques.
• Back up support to METROLift Dispatchers, as needed.
• Addresses and resolves irate, complex, and escalated customer concerns and inquiries.
• Oversees the day-to-day operations, performance and schedule adherence to ensure customer satisfaction and goals are met.
• Performance Management & Measurement:
• Oversees staff to ensure established goals and requirements are achieved.
• Assists Management in employment and employee development activities (screening, interviewing, hiring, training, counseling, evaluating).
• Responsible for processing customer service comments on a weekly basis.
• Assists Management in ensuring service quality standards are consistently met through the following feedback mechanisms: call monitoring, call volumes, staffing, process audits, and performance measures.
• Assists Management in continuous process improvement efforts.
• Training:
• Identifies and recommends METROLift Customer Service representatives for training and cross training.
• Assists in delivery of training modules as identified and developed by Management and Department goals for all Call Center initiatives.
• Systems/Reporting:
• Assists in the coordination and modification of call center staff schedules to best meet the needs of the call center.
• Assists with producing daily channel sheets assignments.
• Distributes individual productivity reports and statistics for use internally and for management, METRO Board, and other METRO Departments.
• Provides prompt notification to Management of system outages and updates.
• Communication:
• Interfaces with other departments to ensure timely, effective communication, information availability, distribution, and problem resolution.
• Documents and provides regular performance feedback to METROLift Customer Service Representatives.
• Ensures appropriate reference materials and tools are available for staff utilization and customer satisfaction.
• Safety, Security & Disaster Recovery:
• Assists in communicating and implementing contingency plans in the event of emergencies.
• On-call 24/7 to assist in emergency situations.
• Acts as backup to Supervisor during the absence of Supervisor.
• Maintains multiple skill sets and assists in other areas as necessary.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Pay Range: $54,300 – $71,200

Education Requirement

High school or GED required.

Years & Experience Required

Minimum of five (5) years progressive customer service experience. Paratransit and/or Call center experience preferred. Excellent coaching, motivating, interpersonal skills, communication skills, practical judgment and organizational skills are helpful in fulfilling the position’s responsibilities. Multi-tasking capabilities; ability to think logically, time management, organized, flexible, goal-oriented, results driven knowledge of the city of Houston and METRO Bus system. PC proficient and intermediate.

Knowledge & Skills Required

Experience in a customer service and call center environment. Team Leader and Supervisor experience preferred. Demonstrate commitment to providing superior customer service. Ability to function within a multi-functional team environment.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

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