Chicago, Illinois

SALARY $55,000 - $65,000 POSITION SUMMARY
Under general supervision conducts research and analyses using system data and various metrics to evaluate and monitor quality of service.
PRIMARY RESPONSIBILITIES

% time

1

30%

Develops reports utilizing various systems and applications. Analyzes data and summarizes findings. Creates templates, spreadsheets, charts, and graphs for presentation to management and various departments.

2

20%

Provides accurate and up-to-date information to Call Center management regarding service trends and departmental performance.

3

10%

Conducts analyses and generates reports using statistical data and metrics to evaluate and monitor quality of service.

4

10%

Monitors and recommends ongoing process improvements, enhancements, and technology upgrades.

5

10%

Attends meetings, training, and coordinates special projects for the department as required.

6

5%

Collaborates with internal departments to maintain and improve present Call Center data reports.

7

5%

Analyzes the effectiveness of programs relative to the department's operations and assists in the establishment and revision of policies and procedures.

8

5%

Provides assistance to Customer Service staff and management as needed.

9

5%

Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES
Reporting to this position are the following jobs:

Job Title
  • N/A

CHALLENGES
  • Functioning well under pressure and being able to multi-task with consistent accuracy.
  • Prioritizing in accordance with customer needs, authority requirements and FTA regulations.

EDUCATION/EXPERIENCE REQUIREMENTS
  • Bachelor's Degree or background in Business Administration, Information Systems, etc. or a combination of education, training and experience relating to this position.

PHYSICAL REQUIREMENTS
  • Requires sitting for extended periods of time, standing, visual acumen, manual dexterity and fingering for working with computer keyboards.
  • Chicago Transit Authority requires all employees to be COVID-19 vaccinated. If you are offered employment, proof of COVID-19 vaccination will be required as a condition of employment and as part of the hiring process. Visit www.transitchicago.com/careers for full notice.
  • Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES
  • Strong customer service orientation skills.
  • Advanced computer skills using Microsoft Office Suite, reporting tools, spreadsheets, and database systems.
  • Strong interpersonal skills to effectively communicate with all levels of management, and internal and external customers.
  • Critical thinking skills, ability to resolve issues in a timely manner.
  • Good project management skills.
  • Strong analytical skills required to gather and interpret data in situations where problems are difficult or complex.
  • Strong verbal and written communication skills to maintain effective working relationship with departments, employees, and managers at all levels of the internal organization and vendors.
  • Ability to manage time effectively to meet schedules and deadlines, to work under time pressure and to pay close attention to detail.

WORKING CONDITIONS
  • General office environment.
  • May be required to work other than regularly scheduled days and hours.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
  • Personal computer and related software.

Chicago, Illinois

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