Customer Service Supervisor- Customer Service Center

Job Description

The Customer Service Supervisor leads daily operations across multiple customer service channels, including Call Center, Front Counter, and Back Office Support, ensuring consistent, high-quality service delivery. This role supervises and coaches' staff, monitors performance metrics, manages scheduling and workload distribution, and resolves escalated customer issues while promoting NTTA’s Mission: Forward values.

Pay Range: Minimum: $58,094/annually - Midpoint: $76,440/annually

Retention Bonus: $1000

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities:

• Ensures Service Level Agreements (SLAs) are met.
• Resolves escalated customer issues and handle escalated customer interactions.
• Resolves internal and external customer issues; respond with urgency to customer inquiries.
• Manages customer service staff performance and quality by coaching team members and participating in customer interactions, call monitoring sessions, or case management.
• Monitors quality and performance standards.
• Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation.
• Supports team members by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals.
• Motivates team and ensures performance metrics are met.
• Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 360 feedback.
• Quantifies workforce shortages and adjust available staff accordingly.
• Reviews all internal and external customer contacts.
• Reviews productivity by analyzing daily reports, updates spreadsheets, and provides statistics to Customer Service staff and management.
• Solicits feedback from customers and employees and recommend improvements in all internal and external processes.
• Recommends and implements employee recognition programs.
• Schedules tasks and projects.
• Assists Workforce Management, working with and managing vendor relationships, and assisting other departments and groups.
• Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
• Ensures confidentiality of employee and customer records.
• Performs billing research to resolve customer inquiries.
• Enters, organizes and maintains critical data and reviews and verifies all deposits (when assigned to front counter support).
• Performs research for budget documents, compile data for computer entry and enter or oversee data entry.
• Supports all groups within Customer Service, however, normal day-to-day duties typically fall within one of the following areas:

Call Center

Includes all duties listed above while providing direct leadership and daily operational oversight for customer service representatives in a multi-channel contact center ( inbound/outbound calls/emails/chat ), ensuring adherence to service standards, schedules, and performance expectations. Monitors call handling performance by participating in call monitoring, quality assurance reviews, and real-time observation; delivers timely coaching and corrective guidance to improve service quality, efficiency, compliance, and customer satisfaction. Analyzes call center data and performance reports to identify trends, training needs, and process improvement opportunities; communicates insights and action plans to team members and leadership.

Front Counter

Includes all duties listed above with main duties in our front counter environments. Other duties may include, but not limited to cash handling, auditing and balancing procedures. This position requires the ability to work any assigned shift within the Monday-Saturday workweek. Saturday availability is a required and essential function of this role. Work schedules may rotate and change based on operational and business needs. This position requires the ability to report to and work at any NTTA Customer Service Center location, as assigned. Customer Service Center locations may include, but are not limited to: Plano, Mesquite, Fort Worth, Irving, Grand Prairie, and South Dallas (DPS). Assigned work location may vary on a regular basis depending on coverage needs, staffing levels, and business necessity.

Support Services

In addition to general leadership responsibilities, this position directly supervises a team of Support Service Agents, overseeing daily operations and ensuring service excellence. Assisting team members by handling escalated inquiries/cases/calls, inventory management, override requests, helping team members through research and finding information to find resolution. Work volume will vary depending on overall case volume and business needs which may require additional effort up to and including additional work hours.

Qualifications:

Minimum:

High School diploma or equivalent

1-3 years’ experience

Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire

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.