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.

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.

• 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 elevate 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…