Customer Service Supervisor - BC Transit

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Customer Service Supervisor BC Transit is a provincial crown corporation and coordinates the delivery of safe, reliable, cost-efficient and market-focused transit services in British Columbia outside of the Greater Vancouver region. Working in partnership with local governments and private companies, BC Transit provides direct services in fleet acquisition and management, contract administration, transit planning, marketing and financial services. This position is based in Victoria which is located on the southern tip of Vancouver Island. Victoria (regional population 330,000) is the capital of British Columbia and a community of choice for many, due to our temperate climate, natural beauty and diverse economic opportunities. Victoria is an international resort destination with a transportation network that includes airport, helicopter and seaplane services, buses, ferry and cruise ships. Reporting to the General Manager, Victoria Regional Transit Operations, this position oversees the customer services team including the call centre, lost and found, uniforms, office supplies, mail and reception, and provides supervision, training, coaching, and mentoring to the customer relations agents. Through the collection and analysis of key performance indicators, this position ensures the Victoria Regional Transit Operations group delivers the highest level of customer service possible. Key Accountabilities: • Ensure the call centre, reception and internal services delivers high quality customer service and is staffed adequately at the appropriate times throughout the service day • Interview, select, train, instruct, manage, coach, mentor and review the performance of customer service staff, currently located at 2 locations • Create, implement and/or manage customer service policies, procedures, standards, and strategies • Develop and measure key performance indicators to determine and improve the effectiveness of customer service activities • Prepare or oversee the preparation of reports and statistics related to the customer service function • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service • Provide customer service staff with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints/ disputes within the organization and participate in the first step escalation/review process of customer issues that are referred by call centre staff • Resolve customer complaints and answer customers' questions regarding organizational policies and procedures • Develop and maintain constructive and cooperative working relationships with stakeholders • Maintain current technical skills and apply new knowledge to management tasks for the improvement of customer service activities • Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business • Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.) • Support the Service Delivery Managers with relevant history, trends and customer feedback to support investigations • Act as the primary liaison to the Service Change Committee to report on customer feedback trends • Continually assess internal administrative practices, policies and procedures, to identify and recommend opportunities for improvement Background: The technical requirements for this job would typically be acquired through a diploma or university degree in a related discipline, and three to five years of related experience or an equivalent combination of education in the customer service industry which includes supervisory experience. Technical Requirements: • Knowledge of the practices and techniques of public transportation systems, fleet operations, and office administration • Knowledge of corporate functions and programs • Knowledge of the relevant policies, procedures and legislation • Research, audit and analytical skills to ensure effective business and systems processes are in place, and to gather and assess factual information, detail oriented • Planning and coordination skills to ensure effective allocation of resources across complex systems • Communication and interpersonal skills to build and maintain effective internal and external customer relationships • Problem solving and decision making skills to identify and coordinate changing priorities

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Demonstrated ability in building and maintaining effective working relationships Demonstrated leadership skills and ability to supervise staff at multiple locations; strong team player with proven ability to engage, motivate and lead staff Exceptional customer service focus Strong communication and interpersonal skills and decision making ability Ability to adapt to changes in work environment or unexpected events Proven ability to apply critical thinking, creativity in problem solving Proficiency in all typical office software and applications Willingness to learn or proficiency in using and understanding transit specific software applications such as Trapeze, Hastus, PPM and other related software

Additional Information:



This position requires the completion of a clear Criminal Record Check and/or Vulnerable Sector Search.

BC Transit Offers: • Extensive group benefits (medical, extended health, life insurance) and pension program once eligible • Fitness centre, health and wellness programs, and an employee and family assistance program Please reply with an accompanying resume and covering letter quoting competition number 2016-027 to by April 19, 2016. BC Transit, Human Resources Department 520 Gorge Road East Victoria, BC V8W 2P3 Fax: (250) 995-5664 E-mail: [email protected] BC TRANSIT IS COMMITTED TO THE PRINCIPLES OF EMPLOYMENT EQUITY Candidates must be legally eligible to work in Canada. While BC Transit values all applications we receive, only those candidates short-listed for further consideration will be contacted.