Mobility Call Center Supervisor

MARYLAND TRANSIT ADMINISTRATION

Join the Team That Moves Maryland!

Now Hiring: Mobility Call Center Supervisor (Administrator II, 2587)

Are you ready to take on a career where your work directly impacts the lives of thousands of Marylanders every day? Do you thrive in fast-paced environments, enjoy solving real-time challenges, and feel motivated by meaningful public service?

If so, the Maryland Transit Administration (MTA) wants you on our team.

• Supervise the daily activities of Mobility Reservation Agents in a unionized environment.
• Monitor daily call center operations to ensure service level, productivity, performance metrics and customer service goals are achieved.
• Coach, mentor, train, and evaluate employees.
• Redistribute staffing resources and balance workloads to maintain adequate manpower during peak call volumes and operational emergencies.
• Ensure employees provide professional, courteous, and accurate customer service in all phone interactions.
• Resolve escalated customer concerns and issues impacting Mobility customers.
• Collaborate with management and cross-functional teams to identify process improvements and implement best practices.
• Promote a positive, collaborative, and customer-focused work environment while fostering teamwork and employee engagement.

*This statement contains a selective qualification, which is more focused in scope than the minimum qualifications for this classification. Selective qualifications are utilized when the position requires specific or additional bona fide occupational qualifications (i.e., knowledge, skill, or ability).

1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
2. Candidates may substitute the possession of a bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
   Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

Special Requirements:

1. Employees are subject to call-in 24 hours a day and will be required to maintain a reliable communication link for the purpose of emergency callback requirements.

2. Employees are required to work shifts, evenings, holidays, and weekends.

3. Employees are required to travel to various locations throughout the MTA service area.

4. Employees in this classification are subject to substance abuse testing in accordance with the Code of Federal Regulations 49- Federal Department of Transportation Drug Alcohol Testing Protocols and Federal Transit Administration Alcohol Testing Rules.

Employees should adhere to all safety rules, policies, regulations, and personal protective equipment requirements to support a safe and healthy working environment. Employees may attend and participate in safety meetings and should report hazards, unsafe acts, near misses, injuries, and accidents immediately to the Office of Safety and supervision.

To support a safe and healthy work environment, employees must refrain from willful violations of safety rules and procedures, reckless and negligent behavior, involvement in criminal activities, and the misuse of drugs or alcohol. Failure to adhere to this requirement may be subject to disciplinary action up to and including termination. May only perform work for which they have the appropriate safety training.