Customer Service Operations Supervisor - Violations QA/QC

Job Description:

Under limited supervision, responsible for supervising and training assigned staff in a customer service operations environment. Ensures the proper execution of tasks is performed by assigning tasks and monitoring completion, tracking goals and giving feedback to the Customer Service Operations (CSO) staff.  Works with management and the team to achieve all of the CSO’s goals and objectives. Develops and implements operational procedures, coordinates staff-related trainings, evaluates employee performance, serves as a liaison for operational issues, and responds to customer inquiries and escalations. Supervises and coaches a staff of state employees and supporting contractors. Serves as the Backup Supervisor for four retail center locations in Atlanta, Kennesaw, Lawrenceville and Locust Grove to provide support to frontline customer service operations. Must adhere to a flex schedule when needed.

Job Responsibilities and Performance Standards

1.      Develops and implements strategies to accomplish departmental goals and Key Performance Indicators. Prepares and analyzes operational statistics, reports, or data.

1. Supervises and coordinates daily activities of the Violations QA/QC Team.
2. Monitors violation queue to ensure accurate system uploads and agent distribution.
3. Maintains accurate data to provide daily, annual, and ad hoc violation performance and status reports to different levels of management.
4. Researches problems to follow up with Violations QA/QC Team and third-party entities regarding resolution. Interface with management and entities to resolve issues.
5. Performs monthly audits on Violation QA/QC Team performance in accordance with policies and procedures.
6. Monitors the progress and productivity of assigned staff to evaluate employee performance ensuring daily and monthly performance results are met.
7. Provides monthly coachings to staff using appropriate methods and procedures to accomplish assignments, resolving grievances, and ensuring customer satisfaction.
8. Assists with monitoring retail center locations, when the Retail Center Supervisor is absent or in the field, to provide leadership support to frontline staff with customer inquiries and escalations.
9. Ensures all compliance requirements, including dress code and attendance policies are met.
10. Serves as a liaison for operational issues and computer and technology systems.
11. Conducts research to prepare, maintain, and submit reports and records as needed.
12. Assists in developing and implementing process improvements and operational changes designed to improve the effectiveness and efficiency of the customer service operations violations process.

2. Interacts with upper levels of management and submits status reports, budget information, recommendations, and problem alerts.

1. Discusses support requirements and submits appropriate recommendations which best meet these requirements.

2.   Develops efficient upgrade plans/strategies and submits necessary background and budget information to support these plans/strategies according to established standards and procedures.

3.   Participates in meetings with management to exchange relevant information; makes effective and knowledgeable suggestions pertaining to direction that should be followed in the support and upgrade of assigned systems.

4.   Confers with other members of the division and department to resolve problems quickly.

3. Maintains a high level of job skills by attending and completing various seminars and training courses and reading appropriate literature. Communicates this knowledge to others as required.

1. Plans appropriate personal training needs with supervisor in a timely manner.
2. Attends and completes training plan courses and seminars according to established schedule and availability of courses.
3. Reads and reviews appropriate professional periodicals and technical manuals to maintain current professional/technical knowledge.
4. Trains less experienced employees in various tasks/procedures as directed by management.
5. Communicates information in a clear and understandable manner.
6. Maintains expert level knowledge of violation processing and system application.
7. Incorporates knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.

4. Manages human resources and employee relations functions. 

1.      Interviews applicants and makes appropriate selection recommendations according to applicable rules, policies, and procedures.

2.      Identifies effectively staff training and development needs and ensures that necessary job-related instruction is provided to staff in a timely manner.

3.      Assigns appropriate work to employees supervised, considering pertinent factors such as available resources, bench strength, and workload.

4.      Manages staff in the utilization of computer software applications to process orders, invoices, project oversight, and resolution of escalated customer issues.

5.      Develops annual employee performance plans. Conducts annual performance evaluations and provides ongoing feedback and coaching to employees.

6.      Monitors and approves staff leave usage while ensuring adequate coverage is maintained.

7.      Reviews, recommends, and/or initiates personnel actions according to applicable policies, procedures, and guidelines, carefully considering options available.

8.      Identifies alternatives and tries to resolve issues prior to the formal filing of a grievance.  Advises employees of appropriate grievance problems.

9.      Performs internal audits, investigations, and/or mediations as warranted.

5. Interacts with all levels of state government in a way that promotes respect, encourages cooperation, and contributes to excellent performance.

1.   Treats all other state personnel fairly giving no one preferential treatment.

2.   Communicates accurate information to all other state personnel in a courteous manner that conveys a willingness to assist.

3.   Accepts direction and feedback from supervisors and follows through appropriately.

4.   Accepts responsibility for mistakes and takes further action to prevent similar occurrences.

5.   Uses appropriate, established channels of communication.

6.   Provides constructive feedback without undue criticism to the recipient.

7.   Displays appreciation of the differences in approaches, cultures, personalities, and viewpoints in receiving information from others.

6. Performs other duties as assigned by Management.

Minimum Qualifications:
At least (2) years of supervisory experience in an equivalent position in a customer service AND/OR retail setting leading staff and communicating information to customers OR completion of a four-year degree from an accredited college or university AND one (1) year of supervisory experience in an equivalent position in a customer service AND/OR retail setting leading staff and communicating information to customers.  Strong interpersonal skills, ability to multi-task, and desire to work in a team-focused environment.  Applicants must have strong analytical, decision making, and communication skills. Applicants must have strong computer skills, including intermediate-advanced Microsoft Excel. Flexibility to adapt to the needs of the agency daily is an additional minimum qualification for applicants. Applicants must also possess a current, valid Class C Driver’s License, have a clean driving record, and be certified to operate motor vehicles. Also, applicants must possess SRTA’s core values of Customer Focus, Integrity, Collaboration, Innovation, and Diversity.  Must successfully complete the New Hire Training Course.                                         

Preferred Qualifications:
Strong leadership skills. Relevant experience in the transportation or tolling industry.  Established contact/customer service experience with preferred knowledge in back-office operations, violation system processing, forecasting, scheduling, data and statistical analysis, e-mail handling, and escalation processes.  Experience supervising retail staff.  Demonstrated results with ability to work in a high-performance environment.  Excellent organizational, planning, and problem-solving skills.