North Texas Tollway Authority
Summary:
The purpose of this position is to provide leadership and support to all customer service functions. This is accomplished by monitoring, measuring, motivating and managing individual and team achievements as well as positive reinforcement and promotion of NTTA's Mission: Forward values. Coaching teams as a group and individual members on performance indicator reviews, delivering and seeking feedback, analyzing statistics, responding to trend changes, and assigning training and education where identified. A Customer Service Supervisor will work with HR during the recruitment and selection process, prepare performance evaluations and conduct motivation or counseling processes, as well as preparing workload distribution schedules. Administrative tasks are handled, including payroll, corrective action, preparing and administering performance reviews (including annual reviews). Work volume will vary depending on overall call volume and business needs which may require additional effort up to and including additional work hours. Additional projects may occur, as assigned.
***Starting Pay: $55,860 - $65,000***
***Retention Bonus: $1000 ***
Call Center and Customer Service Support Services
Assisting team members by handling escalated inquiries/cases, inventory management, override requests, helping team members through research and finding information to find resolution. Other duties may include but not limited to assisting with Workforce Management, working with, and managing vendor relationships, assisting other departments and groups. C oaching of best practices to team members by identifying trends through data and observation of agent performance and behavior. Work volume will vary depending on overall case volume and business needs which may require additional effort up to and including additional work hours.
Responsibilities:
Qualifications:
M inimum:
Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
How To Apply
Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
If you have questions about the application process, please access our Frequently Asked Questions
At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.
Refer your Family and Friends to apply at
NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
The purpose of this position is to provide leadership and support to all customer service functions. This is accomplished by monitoring, measuring, motivating and managing individual and team achievements as well as positive reinforcement and promotion of NTTA's Mission: Forward values. Coaching teams as a group and individual members on performance indicator reviews, delivering and seeking feedback, analyzing statistics, responding to trend changes, and assigning training and education where identified. A Customer Service Supervisor will work with HR during the recruitment and selection process, prepare performance evaluations and conduct motivation or counseling processes, as well as preparing workload distribution schedules. Administrative tasks are handled, including payroll, corrective action, preparing and administering performance reviews (including annual reviews). Work volume will vary depending on overall call volume and business needs which may require additional effort up to and including additional work hours. Additional projects may occur, as assigned.
***Starting Pay: $55,860 - $65,000***
***Retention Bonus: $1000 ***
Call Center and Customer Service Support Services
Assisting team members by handling escalated inquiries/cases, inventory management, override requests, helping team members through research and finding information to find resolution. Other duties may include but not limited to assisting with Workforce Management, working with, and managing vendor relationships, assisting other departments and groups. C oaching of best practices to team members by identifying trends through data and observation of agent performance and behavior. Work volume will vary depending on overall case volume and business needs which may require additional effort up to and including additional work hours.
Responsibilities:
- Manages customer service staff performance and quality by coaching CSSs and participating in customer call monitoring sessions.
- Motivates team and ensures performance metrics are met.
- Recommends and implements employee recognition programs.
- Schedules tasks and projects
- Monitors quality and performance standards.
- Review all internal and external customer contacts.
- Reviews productivity by analyzing daily call reports, updates spreadsheets, and provides statistics to Contact Center staff and management.
- Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation.
- Supports Customer Service Specialists by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals.
- Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 360 0 feedback.
- Resolves escalated customer issues and handle escalated customer calls.
- Performs billing research to resolve customer inquiries.
- Solicit feedback from customers and employees and recommend improvements in all internal and external processes.
- Resolve internal and external customer issues; respond with urgency to customer calls and inquiries.
- Ensure service level objectives are met.
- Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
- Enters, organizes and maintains critical data and reviews and verifies all deposits.
- Ensures confidentiality of employee and customer records
- Quantify workforce shortages and adjust available staff accordingly.
- Perform research for budget documents, compile data for computer entry and enter or oversee data entry
Qualifications:
M inimum:
- High School diploma or GED Required
- 3+ years' experience in a call center environment in a leadership role
- Valid driver's license or ability to obtain Texas Class "C" driver's license within 30 days of hire.
Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
How To Apply
Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
If you have questions about the application process, please access our Frequently Asked Questions
At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.
Refer your Family and Friends to apply at
NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.