New

Mobility Call Center Supervisor

Maryland Department of Transportation
$64,984.00 - $104,954.00 Annually
dental insurance, long term disability
United States, Maryland, Baltimore
Apr 03, 2025
Description MARYLAND TRANSIT ADMINISTRATION Mobility Call Center Supervisor (Administrator II) (2587) Career Service Open to all qualified applicants ACCEPTING ON-LINE APPLICATIONS ONLY Bilingual applicants are encouraged to apply Are you seeking a job where your work is rewarding and provides excellent benefits? The Maryland Transit Administration (MTA) invites you to apply today to be considered for a position that provides customer service to the citizens of Maryland every day. MTA is one of the largest transit systems in the United States and is seeking dynamic and energetic individuals to join the MTA team! The Maryland Transit Administration (MTA) is currently seeking a Mobility Call Center Supervisor. This position is responsible for overseeing Mobility Reservation Agents to ensure superior customer service. In this role you will provide guidance, support, and coaching to their team members to ensure effective and efficient productivity to achieve department goals and customer satisfaction. The selected candidate will collaborate with department leadership to streamline processes, identify areas for improvement, and implement strategies to enhance the overall employee and customer experience. This is first level supervisory work directing and coordinating call center operations for the Maryland Transit Administration (MTA). Key Responsibilities: Supervise Mobility union employees. Oversee call center operations. Measure call center service level and performance standards. Mentor and coach staff. Efficiently redistributing manpower during heavy call volumes. Ensure professionalism with all phone interactions and communications, and handling service emergencies that impact Mobility customers. Reports to leadership on a scheduled basis on activities and immediately on significant issues. Provides direction to employees while ensuring direct reports have a manageable workload. Provide ongoing performance feedback and recommendations for improvement This position will provide day-to-day supervision of call center key performance indicators, monitor agent compliance and schedule adherence, address escalated customer calls, and develop solutions to address a variety of operational, and administrative issues. Employees on occasion may be required to travel to various locations within the MTA service area. Employees are required to work rotating shifts, evenings, nights, weekends, and holidays and are subject to call in 24 hours a day. This position is in Baltimore City, Maryland. Qualifications Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Five years of experience in administrative staff or professional work. * Two (2) years of experience must have been supervising or leading employees in a high-volume call center or customer service environment. 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). Notes:* 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. 3. Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience. 4. 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. Licenses & Certifications Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland. Additional Information To Apply: You must complete a Maryland Department of Transportation (MDOT) application (Form DTS-1) to be considered for this recruitment. Resumes may not be substituted for the application. Consideration for employment may be based solely on the contents of your application; therefore, it is essential that the application is filled out completely and accurately, listing all relevant experience in detail and addressing the specific requirements shown above. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for within MDOT, one of the Transportation Business Units, or the Authority. Note: Applications not completely filled out will not be considered. The selected candidate may be subject to background and reference checks. Employees are subject to the State Substance Abuse Policy to include possible drug testing. It is highly recommended that applications be completed and submitted online by registering at www.mdot.maryland.gov/employment. Make sure you meet the minimum and selective qualifications and follow the instructions on MDOT's Online Employment Center website. Applicants with degrees granted outside of the United States will be required to provide a written evaluation of education documentation by a credentialing organization such as: International Credential Evaluation (WES), https://www.wes.org/. Reasonable accommodation for persons with disabilities will be provided as requested. The Maryland Department of Transportation is not sponsoring new employees in application of the H-18 Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees; all sponsorship fees must be assumed by the potential employer. TTY call 711 TTY Users May Also Call Their Telecommunications Relay Service WE ARE AN EQUAL OPPORTUNITY EMPLOYER MTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation, or any other protected status. Issue Date: 04/03/2025