Program / Project Coordinator, Senior (Transit Call Center Customer Service Supervisor)

Program / Project Coordinator, Senior (Transit Call Center Customer Service Supervisor)

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. This position oversees and coordinates major customer service initiatives and operational projects within the Transportation Department's Call Center. This role 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.).

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

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

Requires a Bachelor's 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.

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.

Must possess and maintain a valid Florida Driver's License for duration of appointment.

Master's 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

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.

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.

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

Financial Acumen

Manages Complexity

Balances Stakeholders

Strategic Mindset

Plans and Aligns

Optimizes Work Processes

Ensures Accountability

Builds Effective Teams

Drives Vision and Purpose

Situational Adaptability

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

Collaborates

Customer focus

Instills trust

Values differences

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 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

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.

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 County's 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.