<p>Provides supervision, training, administrative assistance, and technical support to union represented employees responsible for providing customer information to internal and external clients regarding Metro and regional transportation systems, services, and programs; ensures service excellence, quality, timeliness, friendliness, and compliance with civil rights statues, regulations, and policies.</p> <p>Recruitment Timelines: Interviews are projected to be scheduled for the week of August 25, 2025.These dates are subject to change. We encourage you to monitor your governmentjobs.com profile and emails for the latest updates.</p> <ul> <li>Supervises, coaches, and guides the work of assigned Customer Information Agents engaged in responding to telephone and chat inquiries from customers concerning bus and rail information, including routes, tariffs, schedules, regulations, and practices </li><li>Assists assigned employees with difficult or complex customer calls </li><li>Investigates and resolves complex customer inquiries or concerns using all available contacts and resources </li><li>Reports equipment problems and assists in testing of equipment </li><li>Plans, schedules, and conducts training of new employees and those returning to work following a leave of absence; participates in training of new supervisory staff </li><li>Develops lesson plans, testing materials, and other training aides for manual and computerized applications </li><li>Identifies and presents training needs to the manager </li><li>Administers and maintains TripMaster by ensuring system and data integrity </li><li>Analyzes, processes, and verifies accuracy of routes, schedules, and fare information prior to data entry into TripMaster </li><li>Coordinates with appropriate internal staff and interacts with representatives from municipal and transit properties to obtain current information regarding service changes involving routes, stops, detours, schedules, and fares to ensure accuracy of data within the trip planner </li><li>Provides support to Trip Planner users </li><li>Analyzes and evaluates individual performance levels using statistical data and monitoring calls to ensure service level performance goals are met </li><li>Conducts investigations and handles first-level hearings, including progressive disciplinary actions, in accordance with Transportation Communications Union (TCU)/International Association of Machinists (IAM) agreement </li><li>Interacts with personnel from all departments to ensure quality of service </li><li>Prepares reports and correspondence </li><li>Updates necessary resource materials and notifies union employees of changes or revisions </li><li>Identifies needs and makes recommendations regarding revisions to policies and procedures </li><li>Reports equipment problems and assists in testing of equipment </li><li>Participates in identifying best practices for continuous improvement </li><li>Represents the department at various inter/intradepartmental meetings and community events </li><li>Provides coverage when needed in any of the functional areas Administration, Technical, or Floor Supervision/Training </li><li>Administers labor contract and ensures staff compliance </li><li>Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out </li></ul> <p>May be required to perform other related job duties</p> <p>A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:</p> <p>Education</p> <ul> <li>Bachelor's degree in Public Relations, Marketing, Communications, or a related field </li></ul> <p>Experience</p> <ul> <li>Two years of relevant journey-level experience in high-volume customer information services or Call Center environment, including one year of relevant experience in a supervisory, senior, or lead capacity; experience with Microsoft Office suite applications and building web pages preferred; experience in public transit related field preferred </li></ul> <p>Certifications/Licenses/Special Requirements</p> <ul> <li>Work weekends and nights as required </li><li>Valid California Class C Driver LicenseKnowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks) </li><li>Theories, principles, and practices of customer service/relations for a public transit services operation </li><li>Metro transportation system, including routes, schedules, tariffs, regulations, and practices </li><li>Applicable business software applications </li><li>Use and operation of a major telephone communication system </li><li>Modern management theory </li></ul> <p>Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)</p> <ul> <li>Overseeing the operations of a customer information services department </li><li>Monitoring staff work and providing evaluations and quality assurance </li><li>Analyzing situations, identifying problems, and recommending solutions </li><li>Exercising judgment and creativity within established policy guidelines </li><li>Conflict management </li><li>Communicating effectively orally and in writing </li><li>Interacting professionally with various levels of Metro employees and outside representatives </li><li>Operating a personal computer and general office equipment </li></ul> <p>Ability to (defined as a present competence to perform an observable behavior or produce an observable result)</p> <ul> <li>Work with public and employee work groups </li><li>Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements </li><li>Determine strategies to achieve goals </li><li>Handle confidential information </li><li>Prepare comprehensive reports and correspondence </li><li>Represent Metro before the public </li><li>Supervise, train, and coach assigned staff </li><li>Conduct disciplinary actions for assigned staff </li><li>Read, write, speak, and understand English </li></ul> <p>Special Conditions</p> <p>The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.</p> <p>Working Conditions</p> <ul> <li>Typical office situation </li><li>Close exposure to computer monitors and video screen </li><li>Exposure to physical and verbal abuse by clients/customers and/or general public </li></ul> <p>Physical Effort Required</p> <ul> <li>Sitting at a desk or table </li><li>Operate a telephone or other telecommunications device and communicate through the medium </li><li>Type and use a keyboard and mouse to perform necessary computer-based functions </li><li>Communicating through speech in the English language required </li></ul> <p>(RW)</p>