ProgramProject Coordinator, Senior (Transit Call Center Customer Service Supervisor)

REQUIREMENTS AND PREFERENCES

Benefits of Broward County Employment

High Deductible Health Plan Bi-Weekly Premiums : Single $10.90 / Family $80.79

Includes a County-Funded Health Savings Account up to $2000 Annually

Consumer Driven Health Plan Bi-Weekly Premiums : Single $82.58 / Family $286.79

Florida Retirement System (FRS) Pension or Investment Plan

457 Deferred Compensation 2026 maximum county match is $2000

Eleven (11) paid holidays each year

Vacation (Paid Time Off) 2 Weeks per year

Up to 40 hours of Job Basis Leave for Eligible Positions

Tuition Reimbursement (Up to $2000 annually)

Paid Parental Leave

THIS JOB ANNOUNCEMENT TO REMAIN POSTED UNTIL A SUFFICIENT NUMBER OF QUALIFIED APPLICATIONS ARE RECEIVED AND MAY CLOSE AT ANY TIME.

The Broward County Board of County Commissioners Transportation Department is seeking qualified candidates for Program / Project Coordinator Senior (Transit Call Center Customer Service Supervisor) in the Customer Experience Division.

The Program / Project Coordinator Senior (Transit Call Center Customer Service Supervisor) oversees and coordinates major customer service initiatives and operational projects within the Transportation Departments Call Center. This position ensures the smooth operation of customer contact functions that support riders via phone email chat and digital channels. The role focuses on improving service delivery optimizing call center performance coordinating technology and process improvements and ensuring a positive customer experience across all transit modes (bus rail paratransit microtransit etc.).

General Description

Administers large-scale programs and / or projects that have County-wide impact.

Works independently under limited supervision reporting major activities through periodic meetings.

Minimum Education and Experience Requirements

Requires a Bachelors degree from an accredited college or university with major coursework in business public administration or closely related field.

(One year of relevant experience may be substituted for each year of the required education.)

Requires four (4) years experience in staff or administrative capacity managing special projects programs or business operations in Marketing Customer Relations Customer Service or closely related experience.

Other Necessary Requirements

Requires availability to work various shifts (days nights weekends holidays) to support continuous 24 / 7 operations.

Requires working at multiple work locations based on operational need.

Special Certifications & Licenses Required

Must possess and maintain a valid Florida Drivers License for duration of appointment.

Preferences

Masters Degree in a field of study closely related to area of assignment

Certification in Public Relations

4 years experience in local government or customer service call center

2 years experience in public communications and outreach programs PeopleSoft Kronos or Microsoft Suite

2 years experience in Inventory Processing

2 years experience in FMLA or Payroll Processing

2 years experience working in a Bargaining Union environment

2 years experience in Emergency Operations and Disaster Planning

Bilingual (English Spanish Creole)

Customer Service and Call Center Management Certification

SCOPE OF WORK

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Supervises coaches and provides leadership to subordinate staff including other supervisors and front-line Customer Service Representatives.

Manages all facets of the employee lifecycle including recruitment onboarding training performance management and labor relations fostering a positive and productive work environment.

Reviews schedules approves time and attendance and manages payroll processes for the team.

Oversees management of operations for the Call Center and remote Customer Service Representatives at bus terminals. Develops implements and enforces standard operating procedures (SOPs) relevant to

customer service operations and staff responsibilities.

Ensures adherence to all established policies programs cash handling protocols and safety procedures.

Manages the Lost and Found program ensuring compliance with established procedures by all representatives.

Maintains readiness to respond to and manage emergency situations communicating effectively with staff and management.

Tracks and analyzes key performance indicators (KPIs) and statistical data for the Customer Call Center identifying trends and recommending operational improvements.

Produces statistical reports related to performance metrics project reviews (e.g. Triennial Review preparation) and tracking outstanding issues.

Implements quality control measures for bus pass sales programs inventory processing cashier operations and cash handling procedures.

Serves as Transportation Department HASTUS liaison overseeing the timely resolution of all HASTUS-related inquiries and comments. Tracks progress analyzes trends and reports findings for departmental review.

Troubleshoots follows up and reports escalated customer concerns including high-level complaints directed to Commissioners and the Agency Director.

Works collaboratively with related divisions to solve complex customer complaints and provides comprehensive information.

Develops and implements strategic goals and objectives for the call center operations.

Maintains and updates spreadsheets and databases providing insightful data analysis and recommendations for improvement.

Participates in public speaking public communication efforts and community outreach programs as a representative of the department.

Stays abreast of industry trends and best practices to enhance customer experience.

Performs related work as assigned.

WORK ENVIRONMENT

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

Involves routine and frequent exposure to extreme noise levels; animals / wildlife.

SPECIAL INFORMATION

Competencies

• Financial Acumen

Interprets and applies key financial indicators to make better business decisions. Provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.

Makes sense of complex high quantity and sometimes contradictory information to effectively solve problems. Offers penetrating questions to help others get to the heart of complex situations and find strong solutions. Uses a range of inputs to fully understand and solve problems.

Anticipates and balances the needs of multiple stakeholders. Shares stakeholder feedback while inspiring others to consistently seek input and learn from their internal and external stakeholders. Promotes an environment of high ethical standards and cross-cultural sensitivity in working with all stakeholders.

Seeing ahead to future possibilities and translating them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.

Plans and prioritizes work to meet commitments aligned with organizational goals. Makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion integration and alignment between own group and other areas. Both persistent in adversity and nimble in change.

Knows the most effective and efficient processes to get things done with a focus on continuous improvement. Encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.

Holds self and others accountable to meet commitments. Helps team hold each other accountable for goals adherence to policies and procedures. Tracks team metrics and milestones redirecting effort as necessary for continued progress.

Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.

Paints a compelling picture of the vision and strategy that motivates others to action. Makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.

Adapts approach and demeanor in real time to match the shifting demands of different situations. Is a powerful role model for adaptability; adeptly shifts approach and helps others do the same. Can be both persistent and flexible as needed. Helps others adapt swiftly to new situations.

County Core Values

All Broward County employees strive to demonstrate the Countys four core behavioral competencies.

Americans with Disabilities Act (ADA) Compliance

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore if you require assistance due to a disability please contact the Professional Standards Section in advance at or email to make an accommodation request.

Emergency Management Responsibilities

Note : During emergency conditions all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster such as a hurricane or other emergency situation and are expected to perform emergency service duties as assigned.

Countywide Employee Responsibilities

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward Countys Employee Code of Ethics gift and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public co-workers elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race color religion sex national origin age disability marital status political affiliation familial status sexual orientation pregnancy or gender identity and expression.

Required Experience :

Manager

Key Skills

Project / Program Management,Program Management,Developmental Disabilities Experience,Organizational skills,Data Collection,Meeting Facilitation,Utilization Review,Administrative Experience,Program Development,Public Speaking,Supervising Experience,Social Work

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 75579 - 120624