Supervisor, Transit Information Contact Center

Supervisor, Transit Information Contact Center (TICC)

Join the team that moves Maryland! Now hiring: Supervisor, Transit Information Contact Center (TICC) (Administrator I Supervisor, 2574). Are you ready to take on a career where your work directly impacts the lives of thousands of Marylanders every day? Do you thrive in fast-paced environments, enjoy solving real-time challenges, and feel motivated by meaningful public service? If so, the Maryland Transit Administration (MTA) wants you on our team. The Maryland Transit Administration (MTA) is seeking a highly motivated and experienced professional to serve as the Transit Information Contact Center (TICC) Supervisor, leading a fast-paced customer service operation that handles more than 3.5 million calls annually. The TICC Supervisor provides direct supervision to Transit Information Agents, Contact Center/IVR Technicians, and support staff responsible for delivering accurate and timely transit information to the public regarding routes, schedules, service updates, customer concerns, and related inquiries. This position also oversees operations for the Contact Center, Comment Line, Lost & Found Line, Training Unit, and the satellite Transit Information Center located at the Mondawmin Transit Hub. The TICC Supervisor is responsible for planning, coordinating, and scheduling daily operations; monitoring employee performance; providing coaching and training; resolving personnel matters; and ensuring exceptional customer service standards are maintained across all service locations and operating hours. Additional responsibilities include coordinating staffing and communication support during weather-related and special events, monitoring customer service impacts, collaborating with Operations personnel to address service disruptions, and preparing operational reports for senior management. The ideal candidate will possess strong leadership, communication, organizational, and problem-solving skills, along with experience managing customer service or contact center operations in a high-volume environment.

Location: Baltimore City