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

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 $2,000 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 $2,000

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 $2,000 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.

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

Minimum Education and Experience Requirements

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.

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 Driver's License for duration of appointment.

Preferences

Master's Degree in a field of study closely related to area of assignment

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.

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.

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.

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.

• Manages Complexity

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.

• Balances Stakeholders

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.

• Strategic Mindset

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 Aligns

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.

• Optimizes Work Processes

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.

• Ensures Accountability

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 Effective Teams

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.

• Drives Vision and Purpose

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.

• Situational Adaptability

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 County's four core behavioral competencies.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

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 954-357-6500 or email Profstandards@broward.org 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 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.