Call Center Supervisor Jobs in Rio Rancho, NM (NOW HIRING)

Position Summary Manage, plan, and oversee the daily operations of the Transit Customer Service Contact and Dispatch Center, ensuring timely and efficient delivery of services. This role provides leadership and direction to staff, develops and implements customer service policies and performance standards, and identifies strategies to enhance service quality and productivity. The position participates in establishing program goals, objectives, and priorities; monitors and evaluates operational effectiveness; and recommends adjustments to improve efficiency and staffing levels.

This is a safety sensitive position subject to random drug/alcohol testing. Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions ESSENTIAL FUNCTIONS: Essentialfunctions may include, but are not limited to the functions listed below. Mustbe able to perform the essential functions of the job with or without areasonable accommodation. Manage, assign and direct work of staff involved in scheduling, dispatching, and service delivery within the Transit Customer Service Contact Center and Dispatch Center.

Develop and implement customer service policy, procedures and standards; define and communicate customer service standards, identify and implement strategies to improve quality of service and productivity. Participate and provide input in the development and implementation of goals, objectives, policies and priorities for assigned programs; recommend and administer policies and procedures. Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; recommend, within departmental policy, appropriate service and staffing levels.

Plan, direct, coordinate and review the work plan for staff; assign work activities, projects, programs and special events; review and evaluate work products including the review of work completed by vendors and contractors, methods and procedures; meet with staff to identify and resolve problems. Select, train, motivate and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures. Prepare and present regular performance reports to leadership, including metrics on call volumes, staffing levels, paratransit application trends and Customer Relationship Management (CRM) data.

Manage and support operational and technical projects, including call recording systems, phone system upgrades, form development, and process automation. Participate in the development and administration of assigned annual budget; participate in the forecast of funds needed for staffing, equipment, materials and supplies; monitor and approve expenditures; implement adjustments. Respond to and resolve difficult and sensitive citizen inquiries and complaints.

SUPPLEMENTAL FUNCTIONS: Attend and participate in professional group meetings; stay abreast of new developments in assigned area. Perform related duties and responsibilities as required Minimum Education, Experience And Additional Requirements Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis. Bachelor's degree from an accredited college or university in business administration., public administration or a related field; and Five (5) years of operations management in an inbound call center environment or managing a program eligibility program experience; and To include three (3) years of supervisory experience

Experience working in public transportation operations preferred. ADDITIONAL REQUIREMENTS: Possession of a valid New Mexico Driver's License, or the ability to obtain by date of hire. Possession of a City Operator's Permit (COP) within 6 months from date of hire.

Working Conditions Environmental: Office environment; exposure to computer screens; travel from site to site. Physical: Essential and supplemental functions may require sitting or standing for prolonged periods of time; moderate or light lifting or carrying.