Job Description

About MetroLink Tulsa:

MetroLink Tulsa is the public transportation provider for the Tulsa area, offering fixed-route bus service, paratransit, and on-demand rides to help people get where they need to go. At Metrolink Tulsa, we're not just about moving people from point A to point B; we're about connecting lives, building community, and making every ride a positive experience! We're a team that believes in the power of reliable transportation to transform daily routines and empower our city. If you're ready to make a real impact, one friendly ride at a time, you've found your destination!

JOB TITLE: Call Center Supervisor

REPORTS TO: Call Center Director

Job Summary: Assist with the overall management of MetroLink Tulsa Call Center and Transfer Station Attendants. Assist director with the management of the LinkAssist ADA paratransit eligibility program. Works with service providers to address operational challenges.

ESSENTIAL FUNCTIONS

1. Responsible for management of MetroLink Tulsa’s Call Center operations.
2. Responsible for communication with MetroLink Tulsa customers, service providers, Call Center and Transfer Station Attendant staff, employees in other MetroLink departments, and local area social service agencies.
3. Responsible for managing Call Center and Transfer Station Attendant staff including hiring, training, performance counseling, disciplinary actions, and evaluations.
4. Create and update Call Center and Transfer Station Attendant staff schedules, and assign additional work as needed to cover call outs, vacations, sick leave, etc.
5. Prepare and submit payroll records for Call Center and Transfer Station Attendant employees.
6. Oversee ADA paratransit eligibility/certification process, including intake, functional assessments, appeals, and recertifications etc.
7. Supervise the implementation of Metrolink Call Center and Transfer Station policies and procedures.
8. Complete weekly Quality Assurance Checks on Call Center and Transfer Station Attendant staff.
9. Process and monitor Reduced Fare applications.
10. Prepare weekly, monthly, and annual Call Center and Transfer Station Attendant reporting.
11. Prepares and updates training materials for Call Center and Transfer Station Attendant staff and provides both new hire training and refresher training as needed. Maintains training documentation on employees.
12. Create and develop customer service training and development for all employees during quarterly meetings.
13. Assist Human Resources by investigating customer complaints, including retrieving and viewing videos and providing feedback to customers in a timely manner.
14. Performs other incidental duties as may be assigned.

OTHER JOB FUNCTIONS:

1. Must report to work on a regular and timely basis.
2. Must be willing to work evenings and weekends.
3. Must be willing to travel to meetings and seminars when necessary.
4. Performs other incidental duties as may be assigned.

REQUIREMENTS

Knowledge - Bachelor's degree required in work related area. An equivalent combination of training and experience can be substituted for formal education. Must possess excellent communication skills. Must be able to effectively deal with the public and co-workers both on the telephone and in person. Must possess extensive knowledge of computer software including Microsoft Word and Excel. Be able to handle multiple tasks at once and complete assignments efficiently. Must have excellent attendance and be able to complete work assignments in a timely manner. Excellent organizational skills and attention to detail are required. Must possess a current Oklahoma driver’s license. Be able to work independently with minimal supervision.

Mental Effort - Requires ability to handle varied and numerous activities at one time. Ability to work without direct supervision. Excellent organizational skills required.

Physical - Extensive sitting, walking, and standing are required in the course of a normal workday. May be required to lift or push 15 lbs. and be able to store office materials overhead. Must be able to drive an automatic company automobile. Must be able to board, ride, and deboard all MTTA and contractor vehicles.

Audible/Visual Demands - Requires ability to hear radio and telephone communications and directions given. Ability to view visual display terminal for extended periods. Requires ability to visually perform essential functions for satisfactory job performance.

Miscellaneous - Must be willing to work evenings and weekends and travel when necessary. Must be able to maintain confidential information. Must be safety conscious and avoid accidents if possible.

The preceding description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.