Job description

NORTH TEXAS TOLLWAY AUTHORITY

NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. We are viewed as a cutting-edge leader in the toll industry nationwide, delivering transportation solutions to almost 3 million clients. As a customer-driven organization, our purpose is to enhance the quality of life for area residents. We serve a one of the fastest growing regions in the United States, and continue to grow with it to meet increasing transportation needs. NTTA is a vibrant organization with a highly qualified, energized, and engaged team. We are looking for individuals to join this team and help us maintain our place as a respected leader and partner in the regions transportation network.

Job Description:

The purpose of this position is to provide leadership and support to all customer service functions. This is accomplished by monitoring, measuring, motivating and managing individual and team achievements as well as positive reinforcement and promotion of NTTA’s Mission:Forward values. Coaching teams as a group and individual members on performance indicator reviews, delivering and seeking feedback, analyzing statistics, responding to trend changes and assigning training and education where identified. A Customer Service Supervisor will work with HR during the recruitment and selection process, prepare performance evaluations and conduct motivation or counseling processes, as well as preparing workload distribution schedules. Administrative tasks are handled, including payroll, corrective action, preparing and administering performance reviews (including annual reviews). Work volume will vary depending on overall call volume and business needs which may require additional effort up to and including additional work hours. Additional projects may occur, as assigned. As a CSC Supervisor, specific duties may fall into one of the following categories, below, at any given time (notification would occur if a change in duty assignment happens).

DUTY SPECIFIC DESCRIPTIONS:

Call Center

Assisting team members by handling escalated inquiries, override requests, helping team members through research and finding information to take care of customer needs. Other duties may include but not limited to assisting with Workforce Management, working with and managing vendor relationships, assisting other departments and groups. Coaching of best practices to team members by identifying trends through data and observation of agent performance and behavior.

Job Responsibilities:

• Leadership:
• Manage customer service staff performance and quality by coaching CSSs and participating in customer call monitoring sessions
• Motivate team and ensure performance metrics are met
• Recommend and implement employee recognition programs
• Schedule tasks and projects
• Monitor quality and performance standards
• Review all internal and external customer contacts
• Review productivity; analyze daily call reports, update spreadsheets, and provide statistics to Contact Center staff and management
• Make timely leadership decisions regarding staff issues and ensure consistent policy implementation
• Communication:
• Support CSSs by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals
• Communicate information and departmental/team results by leading huddles, team meetings, and one on ones
• Foster open communication by seeking and delivering 3600 feedback
• Internal and External Customer Service:
• Resolve escalated customer issues and handle escalated customer calls
• Perform billing research to resolve customer inquiries
• Develop and implement activities to foster team spirit and performance improvement
• Analyze statistical performance, recommend improvement to processes, and submit reports to management
• Solicit feedback from customers and employees and recommend improvements in all internal and external processes
• Resolve internal and external customer issues; respond with urgency to customer calls and inquiries
• Ensure service level objectives are met
• Foster teamwork across the organization
• Organizational Skills:
• Maintain individual employee records regarding attendance, performance, recognition, schedules, etc.
• Monitor goals and objectives by reviewing CSS performance, motivating CSSs, coaching CSSs, acknowledging improvement and assigning work activities and projects
• Enter, organize and maintain critical data daily
• Review and verify all deposits
• Ensure confidentiality of employee and customer records
• Quantify workforce shortages and adjust available staff accordingly
• Ensure the accomplishment of departmental goals
• Develop, review, and monitor key performance indicators and report on variances
• Budgetary:
• Perform research for budget documents, compile data for computer entry and enter or oversee data entry
• Ensure appropriate use of resources, including staff time
• Safety and Security:
• Actively participate in the NTTAs safety, risk management, and security awareness programs and training classes
• Follow the NTTAs policies regarding use of all technology, systems and customer information
• Manage and report policy violations
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.

Job Requirements:

• Formal Education: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge, four years of high school or equivalent.
• Experience: Over one year up to and including three years.
• Supervision: Work requires supervising and monitoring performance for a regular group of employees, or department, including providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.
• Human Collaboration Skills: Decisions regarding implementation of policies may be made. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations.
• Freedom to Act: Receives Direction: The employee normally performs the duty assignment after receiving general instructions as to methods, procedures, and desired end results. There is some opportunity for discretion when making selections among a few, easily identifiable choices. The assignment is usually reviewed upon completion.
• Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
• Budget Responsibility: Does research for budget documents; and compiles data for computer entry; enters or oversees data entry. Has responsibility for monitoring budget expenditures (typically non-discretionary expenditures) for a work unit of less than a department size, i.e. program, projects, or small organizational units.
• Reading: Advanced - Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents. Ordinarily, such education is obtained at college level or above; however, it may be obtained from experience and self-study.
• Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college; however, it may be obtained from experience and self-study.
• Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college; however, it may be obtained from experience and self-study.
• Certification & Other Requirements: Valid Texas driver license.

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.

Job Type: Full-time

Pay: From $51,131.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Plano, TX 75093: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)
• Call center management: 1 year (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: In person

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