Customer Service Supervisor

:ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries.

ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience.

Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.More information:https://www.vinci-concessions.com/en/vinci-highwayshttps://www.linkedin.com/company/vinci-highways/@VINCIConcess

: Customer Service Supervisor

Under the direction of the Customer Service Manager, the Customer Service Supervisor will supervise Customer Service Team Leads and the department.  They are responsible for the day-to-day supervision of the Call Center and will collaborate with leadership to guide and support departmental needs.  In addition, this position is responsible for managing the department’s attendance tracker, productivity reports, and incentive programs, along with assisting in the recruitment, hiring, development, and retention of staff.The Customer Supervisor is directly responsible for instilling a “can do” and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.Include the following.

Other duties may be assigned.  The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

•            Provide day-to-day supervision of assigned direct reports and call center.  This includes, but is not limited to, observing daily interactions of their team; ensuring leaders are effectively overseeing their teams meeting job expectations, and completing work promptly.•            Motivate, coach, develop and support direct reports•            Proactively monitor team results daily and analyze areas of improvement for immediate coaching•            Conduct documented weekly & monthly 1:1s, and daily hands-on support•            Track goals and standards of performance of Team Leads and their direct reports•            Manage staff relations, including performance management, and employee satisfaction•            Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employee’s performance as they relate to attendance, productivity, quality monitoring, CSAT, FCR, and documented notes and/or write-ups about employee interactions/disciplinary discussions•            Conduct disciplinary actions, including terminations•            Consistently review reports to recognize success and coach for improvements•            Monitors, tracks, and enforces departmental policies, and procedures to meet performance measures criteria•            Facilitate the communication of new information to all direct reports and staff on a timely basis, ensuring understanding and consistency of handling by all assigned CSRs•            Assist customers with special problems by performing detail-oriented account research, handling supervisor calls, and correspondence

•            Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned•            Responsible for meeting Department Quality Assurance, First Call Resolution, and CSAT monthly KPI expectations•            Responsible for tracking team results about QA, FCR, and CSAT reports to ensure daily, weekly, and monthly expectations are being met and call monitors are being completed on time, and if not, implement action plans for improvements.•            Randomly audit 1 call monitor per rep on the direct reports team by month-end to ensure guideline adherence, call integrity, minimizing errors and that phone etiquette is being met.  If not, ensure the Team Lead is providing coaching and action plans for improvements.•            Work closely with the QA/Training Lead to ensure training needs within the call center are being implemented.•            Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase First Call Resolution and Customer Satisfaction, drive productivity, and improve service levels.

•            Update and create standard operating procedures•            Develop and identify best practices/innovations•            Studies and standardizes procedures to improve the efficiency of employees•            Identify problems with office and back-office•            Manage Attendance Tracker, Timecards, and Payroll coordination•            Responsible for personnel administration such as staff recruitment, scheduling, directing work assignments, annual performance appraisals, incentive programs, and employee corrective actions•            Responsible for ordering office supplies and creating and submitting POs•            Manage monthly incentive program and the update and approval of the Incentive Program •            Responsible for updating daily Productivity reports and ensuring immediate and monthly coaching sessions are implemented to address deficiencies.  At month-end, if expectations are not met, responsible for supervising and ensuring action plans and/or disciplinary action are administered promptly.•            Responsible for managing month-end scorecards for all employees.

•            Assist with maintaining service level requirements by ViaPlus’ objectives and KPIs•            Monitor and manage real-time stats and partner with leaders to implement actions as needed and on time•            Supervise direct reports to ensure schedule adherence for CSRs are being maintained and coached accordingly•            Regularly walk the call center floor to and provide support to team leads and staff

•            Assist the Customer Service Manager as required•            Is back up for Customer Service Manager•            Meet all Supervisor expectations and deadlines•            Act as a team player and role model for all employees•            Model expectations of punctuality and attendance•            Interact with third-party vendors as processes require•            Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals•            Present information, professionally, and error-free•            Handles escalated calls when complex customer issues cannot be solved by Customer Service Supervisor

•               Ability to handle confidential information and work on special project assignments as needed.•               Leadership skills:  Inspire, Motivate, and Lead the customer service team•               Long-sightedness: ability to think strategically and identify success factors•               Ability to express thoughts clearly and concisely•               Problem-solving skills•               Be able to advocate for changes in the department at a top level.•               Excellent customer service, interpersonal, and phone etiquette skills.•               Excellent verbal and written communication skills.•               Excellent attendance and punctuality.•               Working knowledge of MS Office programs (Word, Excel, Outlook, and PowerPoint).•               Ability to multi-task and work under deadlines.•               Ability to work independently on assigned tasks as well as to accept direction on given assignments.•               Ability to interact and communicate with individuals at all levels of the organization.•               Maintain a professional appearance and demeanor.

•               High school diploma or GED.•               Three (3) to five (5) years of call Center Supervisory experience•               Experience with multi-channel customer contact center and systems

This position has supervisory responsibilities. People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk.

The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.