Military Ticket Program Customer Service Supervisor

Summary

This position is assigned to the Non-appropriated Fund (NAF) Military Ticket Program; Morale, Welfare, and Recreation Community Recreation. The primary purpose of this position is to supervise the MWR Tickets Call Team. The incumbent provides direct oversight of the MWR Tickets Call Team, ensures comprehensive customer support for eligible patrons navigating the website and purchasing tickets, and coordinates technical and administrative operations to maintain a seamless eCommerce experience.

Duties

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience. Supervisory Duties include but are not limited to: Directs work to be accomplished by a workforce of NAF employees: up to four MTP Customer Service Agents (NF-3/GS-5) and acts as Rating Official (RO). Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities; Conducts annual performance reviews of staff; Participates in section staffing decisions; Ensures staff receives proper training to fulfill requirements of their positions; Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary; and Fosters a work environment free of discrimination, harassment, and/or reprisal and ensures equitable treatment of all staff. Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable. Non- Supervisory Duties include but are not limited to: Provides worldwide support to all callers related to the Military Ticket Program. Performs dedicated, scheduled shifts as a frontline Call Center Customer Service Agent to directly support surge demands and meet operational mission requirements. Serves as the primary escalation point for the MWR Tickets Call Team. Responds to inquiries and assists customers, ticket office staff, and purchasers via phone and email. Analyzes and resolves complex problems related to MTP applications (such as Ticket Management System (TMS) and MWRTickets.com) and transactions. Provides recommendations to supervisor regarding process improvements, based on trend analysis. Ensures team compliance with all processes, procedures, and customer service expectations. Evaluates call center team for efficiency, accuracy and customer service response. Makes adjustments or recommendations to improve services, based on evaluation of call center metrics. Reviews the eCommerce site regularly to ensure all marketing advertisements are up-to-date and informs supervisor of any items requiring removal or replacement. Compiles daily or weekly reports received from call staff to track call volume, types of inquiries, and specific issues for program and site improvement. Communicates regularly with MTP and HQ Community Recreation team regarding issues requiring information technology upgrade or repair, marketing updates, and ticket data correction. Actively seeks and maintains advanced knowledge concerning ticket vendors, military promotions, and eligibility. Maintains a thorough understanding of the MWR Tickets application, FAQs, and MTP processes. Maintains knowledge of the technical operation of the MWR Tickets site, accounting procedures and ticket availability.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must possess the following: At least one year of progressively responsible specialized experience providing direct oversight to customer service workers in the ticket or travel industry. A qualified candidate possesses the following: Knowledge of Department of War (DoW), Department of Navy (DON), CNIC, and vendor policies, instructions, and regulations as it relates to MWR, MTP, and patron eligibility. Knowledge of MTP rules, procedures, operations, and business practices. Knowledge of MWR programs and services sufficient to provide customers with recommendations and guidance on travel, recreation, or vacation needs. Knowledge of ticket office operations sufficient to manage, process, and resolve various ticketing transactions and vendor nuances. Knowledge of eCommerce fulfillment and digital customer service standards. Knowledge of analytical and evaluative methods, tools, and techniques, and the ability to apply them to issues concerning the efficiency/effectiveness of program operations. Knowledge of and skill in the use of program specific applications, such as MWRTickets website, TMS Back Office, and TMS Agent Portal. Knowledge of and skill in telephone and email etiquette for customer service operations. Skill in providing excellent customer service. Skill in the use of technology devices and software applications, including Microsoft Office applications. Skill and ability to handle customer-service related escalations in accordance with established policies and standard practices. Ability to identify and analyze problems, weigh relevance and accuracy of information, generate and evaluate alternative solutions, and make timely and effective decisions. Ability to communicate effectively, both orally and in writing. Ability to coach a team to deliver consistent patron satisfaction. Ability to perform the full range of supervisory duties. Ability to supervise and direct the work of other employees, monitor performance, and assure adequate internal control procedures are developed and operative. Ability to lead a highly motivated team, foster a collaborative environment, and work independently when required.

Education

This position does not have a positive education requirement.