Provides supervision, training, and coaching to subordinates in the Regional TAP (Transit Access Pass) Service Center responsible for assisting TAP card users with information and investigates, summarizes, and resolves any issues and problems related to TAP programs and services. 

• Ensures efficient and effective day-to-day operation of the RTSC (Regional TAP Service Center) by matching staffing levels to resource demand

• Supervises staff engaged in responding to customer telephone, e-mail, case, and chat inquiries regarding TAP card problems and account-specific and general information

• Assists subordinates with difficult or complex customer calls, email, or other forms of contact

• Investigates and resolves complex TAP inquiries, concerns, or situations using all available systems and resources

• Reviews customer contacts for quality assurance purposes

• Analyzes and evaluates individual performance using statistical and qualitative data; coaches and counsels subordinates to ensure service level performance and attendance goals are met

• Conducts investigations and handles first-level hearings, including progressive disciplinary actions, in accordance with Metro policy and applicable employment/union agreement

• Plans, schedules, and conducts training of subordinates

• Develops lesson plans and other aides to facilitate training for manual and computerized applications

• Analyzes and evaluates training efficacy to identify and present training needs to leadership

• Provides operational feedback and works closely with various departments to ensure quality and responsiveness of service

• Prepares reports and correspondence

• Maintains and updates resource materials and notifies union employees and relevant stakeholders of any revisions and changes

• Represents the unit at various inter-/intra-departmental meetings and community events; supports Metro/Customer Relations/TAP projects and teambuilding

• Identifies departmental needs and makes recommendations regarding revisions to policies and procedures

• Participates in the initial training of supervisory and lead staff as needed

• Ensures that standards of PCI (Payment Card Industry) compliance are strictly adhered to through education, proactive environment monitoring, and problem solving

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• TAP, or other Universal Fare Systems, programs, and services

• Principles and best practices of customer service

• Metro and municipal carrier transportation systems within Los Angeles County (or other large metropolitan area encompassing multiple carriers), including basic concepts of routes, tariffs, regulations, and payment practices

• Credit card and other payment systems guidelines and best practice, including Payment Card Industry (PCI) compliance

• Customer Relationship Management (CRM) systems, such as Salesforce

• Use and operation of a modern contact center communications system, such as Cisco Unified Contact Center

• Correct English grammar, spelling, and punctuation

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Overseeing the operations of a customer information and support department

• Analyzing situations, identifying problems, and recommending solutions

• Determining strategies to achieve goals

• Exercising sound judgment and creativity within established policy guidelines

• Critical thinking

• Communicating effectively orally and in writing

• Preparing and making presentations

• Applicable business software applications

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Supervise, train, and develop assigned subordinates

• Meet time constraints and deadlines

• Multi-task

• Make sound decisions to satisfy customer requests while ensuring Metro's best interest

• Interact professionally and productively with various levels of Metro and TAP employees and outside representatives

• Communicate effectively and interact with the public and others in a courteous, professional manner, particularly when under duress or encountering an upset customer

• Adapt to change and control emotions in stressful situations

• Understand and follow oral and written instructions and procedures

• Understand and convey information using computer systems and other assorted reference materials

• Compile and analyze data

• Prepare comprehensive reports and correspondence

• Supervise assigned subordinates

• Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements

• Represent TAP, Customer Relations, and Metro before the public

• Read, write, speak, and understand English

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education

• Associate's degree in Public Relations, Marketing, Communications, or a related field

Experience

• Two years of relevant customer service experience in a high volume/activity customer contact center using customer relationship management systems and processing credit card payments; one year of relevant experience in a supervisory, senior, or lead capacity in the Regional TAP Service Center OR two years of relevant experience in a supervisory, senior, or lead capacity in an internal or external customer support function; experience with Microsoft Office suite applications and building web pages preferred; experience in public transit related field preferred

Certifications/Licenses/Special Requirements

• Valid California Class C Driver License

• Work weekends and nights as required

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation

• Close exposure to computer monitors and video screen

• Exposure to physical and verbal abuse by clients/customers and/or general public

Physical Effort Required

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Communicating through speech in the English language required