Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
TAP INFORMATION SUPERVISOR
Pay Grade C03
Basic Function
| To provide supervision, training, and coaching to union represented employees in the Regional TAP Service Center responsible for assisting TAP card users with information and resolving problems related to TAP programs and services. |
Classification Characteristics
| The TAP Information Supervisor position is assigned to the Customer Relations/TAP Information Unit of the Communications Division. |
Supervised by: Manager, Tap Information
Supervises: Tap Information Agent
FLSA: Non-Exempt
Work Environment
In order to achieve Metro’s goals in support of its mission, potential candidates are
required to commit and continuously practice and demonstrate the following work values:
- Safety – To ensure that our employees, passengers
and the general public’s safety is always our first consideration.
- Service Excellence – To provide safe, clean, reliable,
on-time, courteous service for our clients and customers.
- Workforce Development – To make Metro a learning organization
that attracts, develops, motivates and retains a world-class workforce.
- Accountability for Performance and Fiscal Responsibility – To manage every taxpayer and customer-generated dollar as if it were coming from our own pocket and ensure the highest possible return on investment.
- Innovation and Technology – To actively participate in identifying
best practices for continuous improvement.
- Sustainability – To reduce, reuse and recycle all internal resources
and reduce green-house gas emissions.
- Integrity – To rely on the professional ethics and honesty of every
Metro employee.
- Teamwork – To actively blend our individual talents to achieve world-class
performance and service.
- Civil Rights – To actively promote compliance with all civil rights statutes,
regulations and policies.
- Community – To actively engage with the Community as it relates to Metro interest/services.
Examples of Duties
- Ensures efficient and effective day-to-day operation of the Regional TAP Service Center by reviewing staffing levels,resource demand, and taking appropriate corrective actions
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Supervises the work of TAP Information Agents engaged in responding to customers’ telephone, email, case, and chat inquiries regarding TAP card problem resolution, and account-specific and general information
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Assists TAP Information Agents with difficult or complex customer calls, email, or other forms of contact
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Investigates and resolves complex customer TAP inquiries or concerns using all available systems and resources
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Reviews TAP Information Agents’ customer contacts for quality assurance purposes
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Analyzes and evaluates individual performance levels using statistical and qualitative data to ensure service level performance and attendance goals are met
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Coaches and counsels TAP Information Agents regarding their performance relative to standards
- Conducts investigations and handles first-level hearings including progressive disciplinary actions in accordance with Metro policy and Transportation Communications Union (TCU) Agreement
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Plans, schedules, and conducts training of new and experienced TAP Information Agents and those returning to work following a leave of absence
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Develops lesson plans and other aides to facilitate training for manual and computerized applications
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Analyzes and evaluates training efficacy to identify and present training needs to leadership
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Provides operational feedback and works closely with personnel from various departments to ensure quality and responsiveness of service
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Prepares reports and correspondence
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Updates necessary resource materials and notifies union employees and relevant stakeholders of any revisions and changes
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Represents the unit at various inter/intradepartmental meetings and community events; supports Metro/Customer Relations/TAP projects and teambuilding
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Identifies departmental needs and makes recommendations regarding revisions to policies and procedures
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Participates in the initial training of supervisory and lead staff as needed
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Ensures that standards of PCI compliance are strictly adhered to through education, proactive environment monitoring, and problem solving
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Administers labor contracts and ensures staff compliance in all areas
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Contributes to ensuring that the EEO policies and programs of Metro are carried out
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Essential Knowledge and Abilities
Knowledge of:
- TAP programs and services
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TAP Information operational practices
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Principles and best practices of customer service
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Metro and municipal carrier transportation systems within Los Angeles County, including basic concepts of routes, tariffs, regulations, and payment practices
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Customer Relationship Management (CRM) systems, such as Salesforce
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Use and operation of a modern contact center communications system, such as Cisco Unified Contact Center
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Modern management theory
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Ability to:
- Oversee the operations of a customer information and support department
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Supervise subordinate staff
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Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements
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Analyze situations, identify problems, and recommend solutions
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Determine strategies to achieve goals
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Exercise judgment and creativity within established policy guidelines
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Prepare comprehensive reports and correspondence
- Interact professionally and productively with various levels of Metro and TAP employees and outside representatives
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Communicate effectively orally and in writing
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Represent TAP, Customer Relations, and Metro before the public
- Read, write, speak, and understand English
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Minimum Qualifications
Potential candidates interested in the TAP INFORMATION SUPERVISOR position MUST meet
the following requirements:
- Associate's degree - Public Relations, Marketing, Communications, or other related field
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2 years customer service experience in a high volume/activity customer contact center using customer relationship management systems and processing credit card payments
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1 year experience in a supervisory, senior, or lead capacity in the Regional TAP Service Center OR
2 years experience in a supervisory, senior, or lead capacity in an internal or external customer support function
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Experience with Microsoft Office suite applications and building web pages desirable
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Experience in public transit related field desirable
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Valid California Class C driver’s license
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Experience as outlined above may be substituted for education on a year-for-year basis
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Special Conditions
- Work weekends and nights as required
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Disclaimer
This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.
Date Originally Created: 11/21/2016 10:00:11 AM
Date Last Revised: 11/21/2016 10:00:11 AM
AFSCME: 3025C