Customer Service Center Supervisor

WSP is currently initiating a search for a Customer Service Center Supervisor!

This position is based ONSITE out of Concord, CA.

JOB SUMMARY

The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center by overseeing a team of Customer Service Representatives (CSRs - specifically call receivers and application verifiers.). The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved. This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team. The Supervisor is also responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance. The Supervisor also oversees Clipper START eligibility verification and customer support operations, ensuring that application processing, applicant communications, documentation, quality controls, and program reporting comply with approved procedures, contractual requirements, privacy standards, and established performance measures.

DUTIES AND RESPONSIBLITIES

• Oversee daily Clipper START eligibility verification and customer support operations, including electronic and paper application processing, re-enrollment reviews, applicant correspondence, and phone and email support.

• Ensure identity and income documentation is reviewed accurately, established eligibility criteria are applied consistently, and applications are appropriately approved, denied, or returned for additional information.

• Monitor Clipper START application workloads and assign staff to support timely processing of 99% of applications within three business days and 100% within five business days.

• Ensure Clipper START paper applications, verification documents, eligibility decisions, customer communications, and case outcomes are accurately entered, digitized, uploaded, and maintained in the CRM.

• Monitor Clipper START voicemail and email cases to ensure 95% receive a response within one business day and 100% within two business days.

• Monitor telephone queues and take operational action to connect 95% of distributed calls to a representative within 180 seconds and maintain an abandonment rate below 3% for calls waiting longer than 30 seconds.

• Ensure Clipper START staff provide accurate and consistent information regarding application status, eligibility requirements, required documentation, re-enrollment, and card fulfillment, and support customers with limited English proficiency through approved language-service resources or qualified staff.

• Monitor Clipper START compliance with requirements governing the collection, access, use, storage, and safekeeping of applications and personally identifiable information, and immediately escalate suspected privacy, security, or improper information-handling issues.

• Conduct quality reviews of application decisions, supporting documentation, CRM records, applicant correspondence, and customer contacts; provide coaching, corrective action, or refresher training when errors or performance gaps are identified.

• Identify root causes when KPIs are missed, implement corrective measures and process improvements, and monitor actions intended to minimize recurrence.

• Prepare and validate Clipper START daily, weekly, and monthly performance information, including contact volumes, application processing, case response times, staffing, average handle time, speed of answer, service levels, and related operational measures.

• Coordinate Clipper START application-processing, CRM, card-order, fulfillment, and program-material issues with internal management, MTC, system support teams, the Fare Media Fulfillment Contractor, and other appropriate partners.

• Oversee Clipper START printed program-material inventory and order fulfillment, including monitoring inventory levels and ensuring partner orders are shipped within two business days.

• Support the development, implementation, and maintenance of Clipper START standard operating procedures, training materials, quality controls, escalation paths, and process improvements; report system defects, workflow issues, recurring application errors, and CRM improvement opportunities.

• Supervise, coordinate, and schedule the activities of Customer Service Representatives and Fulfillment Representative to maintain appropriate coverage and achieve performance objectives.

• Prepare customer service performance statistics; monitor attendance, productivity, real-time adherence, phone activity, queues, service levels, and abandonment; and communicate anomalies or resource needs to management.

• Implement CSC Operations Manager directives related to KPIs and provide shift reports with explanations and corrective actions when service goals are missed.

• Resolve escalated customer disputes, research solutions, recommend corrective services, and redirect issues when appropriate.

• Develop employees through constructive feedback, coaching, training, mentorship, career-path support, remedial training, and corrective or disciplinary action when required.

• Perform projects assigned by the CSC Operations Manager, including end-of-day procedures, call audits, service recovery, reporting, and other operational activities.

• Build strong working relationships with internal clients, work effectively both independently and within a team, and coordinate across departments to achieve operational objectives.

• Evaluate business functions and output requirements, recommend system and process improvements, troubleshoot and document defects, and communicate business intelligence to appropriate users.

• Perform additional duties as needed to support CSC operations.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Knowledge of eligibility-verification, application-processing, or document-review operations and the ability to interpret and consistently apply program criteria.

• Experience supervising work performed in a CRM or case-management system; Salesforce experience is preferred.

• Ability to analyze application-processing, customer-contact, quality, service-level, and fulfillment performance data and to conduct quality reviews of applicant documentation, eligibility decisions, correspondence, customer contacts, and CRM records.

• Demonstrated ability to protect confidential information, reinforce proper handling of personally identifiable information, and use approved language-service resources to support customers with limited English proficiency.

• Ability to manage competing phone, email, voicemail, application-processing, materials-fulfillment, and administrative workloads within established service timelines.

• Supervisory experience identifying performance gaps, completing root-cause reviews, implementing corrective actions, and coordinating effectively with internal departments, clients, contractors, and external fulfillment partners.

• Ability to analyze and interpret moderately complex operational data using workforce management and reporting tools.

• Ability to collaborate with peers and other teams to achieve performance goals and objectives and to communicate effectively with all levels of management and company personnel.

• Proficient computer skills, including Microsoft Word, Excel, and PowerPoint; experience with Visio, Access, or other Microsoft Office products is a plus.

• Ability to prioritize and organize work in a multitasked, fast-paced, and dynamic environment and to make sound decisions under pressure.

• Ability to maintain the highest level of confidentiality and professionalism.

• Knowledge of order processing and fulfillment; experience managing within a transportation environment is preferred.

• Excellent oral and written communication skills, including the ability to summarize analytical results and present them to senior leadership.

PHYSICAL DEMANDS

• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to attendance requirements.

• Primarily sedentary physical work requires the ability to lift a maximum of 45 pounds.

• Must be able to lift, carry, walk, and stand.

• Vision for reading, recording, and interpreting information.

• Frequent speech communication, hearing and listening to maintain communication.

• Daily use of computer and keyboard, standard office equipment and telephone.

• Ability to access, input, and retrieve information from the computer.

• Frequent hand/eye coordination to operate computer keyboard and office equipment.

• The noise level in the work environment is quiet to moderate.

SUPERVISORY RESPONSIBLITIES 

This position will have supervisory responsibility over customer service representatives. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 

EDUCATION AND/OR EXPERIENCE 

• High School Diploma or General Education (GED)  

• Some college classes or college degree

• One (1) year or more of customer service experience required

• One (1) year Lead or Supervisor experience preferred

• Knowledge of Salesforce is a plus

• Bilingual in Spanish is a plus

• Bilingual in Tagalog is a plus

• Bilingual in Mandarin/Cantonese is a plus

WSP Benefits: 

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Expected Compensation: 

California: $29.72/hr – $42.46/hr

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and may offer additional benefits and compensation, depending on circumstances and the type of work being performed not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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