153 applicants
BCF · 2 days ago
Supervisor of Fares Call Center
Boston, MA
Full-time
Onsite
Mid, Senior Level
$35/hr - $36/hr
5+ years exp
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Responsibilities
Assist in the oversight of the day-to-day operations of the Call Center.
Supervise and coach call center Representatives.
Monitor call center volume to ensure Service Level agreements and Key Performance Indicators are met.
Research and investigate escalated customer issues.
Produce reports as requested by management.
Apply appropriate solutions to resolve customer issues.
Communicate progress of issue resolution verbally or in writing.
Respond to customers with resolutions via various communication channels.
Identify trends in fares, service, and maintenance issues.
Reports escalated issues related to fares and passes to the Manager.
Qualification
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Required
High School Diploma or GED with 5 years Supervisory experience in customer service call centers
Effective organizational, time management, analytical, and multi-tasking skills
Strong personal and problem-solving skills
Handle sensitive and confidential information in an appropriate manner
Experience with excellent customer service, conflict resolution, reading, writing, speaking, and comprehension skills in English and/or Spanish
Availability to work shifts Monday-Friday between the hours of 6:15AM-8:00PM and Saturday-Sunday 8:00AM-4:00PM
Ability to use Word, Excel, or Database Applications
Preferred
Related experience in a supervisory capacity
Candidates with bilingual and/or multi-lingual skills
Knowledge of call center phone systems and reporting
Knowledge of the MBTA system and experience riding the MBTA a plus
Knowledge of MBTA Transit Systems (Customer/Rider)
An associate's degree from an accredited institution with 1 year related service
A bachelor's degree
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Company
BCF
With over 500 employees and 300 professionals, BCF Business Law is the go-to firm for business leaders, growing companies, and well-established global enterprises who have chosen Québec and Canada as a stepping stone for their growth and success.
501-1,000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase
