GENERAL SUMMARY:
Motivates, coaches and supervises the Customer Service staff, representatives, agents, etc. Analyzes and makes informed decisions relative to internal client and external customer feedback. Supports and monitors activities on assigned shift for Dallas Area Rapid Transit's Customer Service Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Motivates, coaches, and supervises Customer Service staff, representatives, agents, etc. to promote quality service to DART patrons during assigned shifts.
2. Monitors employees to ensure quality and productivity standards are met. Prepares a variety of reports for management review.
3. Monitors daily performance of Customer Service staff, representatives, agents; prepares, reviews, analyzes, and recommends current and proposed employee programs and activities; coordinates team meetings.
4. Assists with the development, implementation, and enforcement of call center policies and procedures and monitors subordinate staff for adherence.
5. Interviews, recommends selection of, supervises, develops, evaluates, counsels and if necessary, recommends corrective/disciplinary action up to termination of subordinate personnel in a timely manner.
6. Ensures technical and communications equipment and supplies are functional and available; reports and logs dysfunctional equipment; provides technical support as needed.
7. Monitors Customer Service staff, representatives, agents for schedule adherence.
8. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Associate Degree from an accredited college or university in Business Administration, Communications, or related field.
2. Four (4) years progressively responsible experience in a customer service, office, telecommunications, or related environment to include a minimum of one (1) year as a supervisor or at the senior/lead level.
3. Ability to step up to conflict and see conflict as opportunities; can find common ground and get cooperation with minimum noise.
4. Ability to practice attentive and active listening; can accurately restate the opinions of others even when he/she disagrees.
5. Ability to create a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; makes each individual feel his/her work is important.
6. Ability to make good decisions based upon a mixture of analysis, wisdom, experience, and judgement.
7. Ability to be dedicated to meeting the expectation and requirements of internal clients and external customers; establishes and maintains effective relationships with customers and gains their trust and respect.
8. Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
9. Ability to write clearly and succinctly in a variety of communication settings and styles.
10. Must be flexible to work nights, weekends, and holidays. Shifts will be assigned by management.

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V