Job Description

The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.

Duties & Responsibilities

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
• Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with HCTRA policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.
• Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
• Reviews financial reports for the purpose of auditing inventory and processed transactions.
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.
• Other duties as assigned.

Knowledge, Skills and Abilities

• Strong supervisory skills.
• Strong customer service skills with an expertise on de-escalations and negotiations.
• Excellent communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software including Microsoft Office.
• Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.
• Ability to work in a team environment and be open to change.
• Ability to maintain confidentiality.
• Knowledge of the State statute and requirements for toll violation and collection processes.
• Ability to have a proactive approach and prioritize tasks using effective time management skills.
• Must possess keyboarding skills of 35 wpm.

Position Type and Typical Hours of Work

This is a full-time position. Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

It is imperative to know that in leadership roles, you are subject to move to any other location that the Call Center has based on business needs.

Requirements

• High school diploma or equivalent from accredited institution.
• Bilingual, fluent in both English and Spanish preferred
• Minimum of 4 full and/or consecutive years of experience working in a call-center environment.
• Minimum of 4 years of customer service experience. 
• Minimum of 3 years’ previous relevant leadership or supervisory experience required.
• Proficient computer skills and the ability to learn new software quickly.
• Ability to work well under pressure and in a fast-paced environment.
• Strong problem-solving and conflict resolution abilities.
• Professional phone etiquette and the ability to handle difficult calls.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30am to 8:00pm without exception.

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