Inquiry Supervisor

Role : Inquiry Supervisor – Call Center Location : 29 Gallatin Pl, Brooklyn, NY 11201 Monday to Friday : 8 AM to 5 PM. The Inquiry Supervisor is responsible for managing all functions in the Inquiry unit. This unit serves as a hub and provides information to the public involving all aspects of the Transit Adjudication Bureau (TAB) functions. S / he should have some supervisory experience and excellent customer service skills. Responsibilities : Ensure efficient operation of the unit and manage the daily workflow. Handles standard supervisor duties, including the scheduling and allocation of staff resources. Plan, organize, direct, and manage daily activities of staff. Provide constructive feedback and coaching, including performance evaluations. Efficiently manage the heavy volume of inquiries (telephone, in-person, and correspondence) Research and prepare responses to respondent claims. Review, modify, and implement unit procedures as required. Update and maintain the procedural manual. Monitor workflow, prepare statistical reports for analysis. Review, update, and edit the procedural manual for the Inquiry Unit Qualifications : Bachelor’s degree required. 2 years of supervisory experience in an office environment Supervisory with the ability to successfully manage and train other employees. 2-3 years of superior customer service experience with a corporate or government agency Strong communication and interpersonal skills, both written and verbal Strong organizational and prioritization skills Analytical, detail-oriented Strong analytical skills with the ability to simultaneously balance multiple tasks / projects in a fast-paced environment. Excellent computer skills (MS Word, MS Excel, MS PowerPoint)