Supervisor, Transit Information Contact Center

MARYLAND TRANSIT ADMINISTRATION

Join the Team That Moves Maryland!

Now Hiring: Supervisor, Transit Information Contact Center (TICC)

(Administrator I Supervisor, 2574)

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.

The Maryland Transit Administration (MTA) is seeking a highly motivated and experienced professional to serve as the Transit Information Contact Center (TICC) Supervisor, leading a fast-paced customer service operation that handles more than 3.5 million calls annually. The TICC Supervisor provides direct supervision to Transit Information Agents, Contact Center/IVR Technicians, and support staff responsible for delivering accurate and timely transit information to the public regarding routes, schedules, service updates, customer concerns, and related inquiries. This position also oversees operations for the Contact Center, Comment Line, Lost & Found Line, Training Unit, and the satellite Transit Information Center located at the Mondawmin Transit Hub.

The TICC Supervisor is responsible for planning, coordinating, and scheduling daily operations; monitoring employee performance; providing coaching and training; resolving personnel matters; and ensuring exceptional customer service standards are maintained across all service locations and operating hours. Additional responsibilities include coordinating staffing and communication support during weather-related and special events, monitoring customer service impacts, collaborating with Operations personnel to address service disruptions, and preparing operational reports for senior management. The ideal candidate will possess strong leadership, communication, organizational, and problem-solving skills, along with experience managing customer service or contact center operations in a high-volume environment.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Four years of experience working in a high-volume call center environment. *Two (2) years of experience supervising employees in a high-volume customer service or call center environment, including responsibility for performance monitoring and coaching in accordance with organizational policies and collective bargaining agreements.

*Selective Qualification recruitments are utilized when the position requires specific or additional bona fide occupational qualifications (knowledge, skill, or ability). No substitution is allowed for a selective qualification.

Notes:

1. Candidates may substitute 30 college 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 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 as a commissioned officer involving staff work related to the administration of rules, regulations, policy, 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.

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.

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.