Call Center Supervisor

Transdev; Englewood (CO); Presencial; USD 26 000 - 29 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Vacation: minimum of two weeks

Sick days: 5 days

Holidays: 7 days

401(k) retirement plan, medical,Dental

Vision insurance

Life insurance

Resumo da oferta

Transdev in Englewood, CO is seeking a Call Center Supervisor to support management and ensure efficiency in reservations operations. This role assists in meeting performance goals, scheduling, and working with Lead Reservationists to address customer issues.

You will monitor reservationist performance, coach staff, participate in meetings, and help maintain high service standards in line with company policies and ADA regulations. Competitive pay begins at $19 per hour with standard benefits.

Qualificações

• High school diploma or equivalent required.
• Minimum of 2 years of customer service and call center supervisory experience.
• Strong administrative, organizational, conflict resolution, and communication skills.
• Ability to work closely with and support the Lead Reservationists in day-to-day operations.
• Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
• Knowledge of Trapeze preferred.

Responsabilidades

• Administrative Support: Assist the Project Manager in administrative tasks, ensuring attendance and performance goals are met, and scheduling requirements are efficiently managed.
• Monitoring: Monitor the performance of reservationists, working closely with the Lead Reservationists to identify and address performance issues, ensuring compliance with policies and procedures.
• Staff Development and Promotion: Contribute to training, coaching, and supervision of reservationists, fostering a positive working environment and ensuring best practices in customer service and leadership are upheld.
• Communication and Conflict Resolution: Maintain regular communication with the Project Manager and Lead Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues.
• Scheduling Oversight: Assist in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining a commitment to high-quality service.
• Quality Assurance: Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
• Backup Support: Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
• Continuous Improvement: Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
• Meeting Participation: Attend periodic meetings with stakeholders, representing the reservations team and potentially taking the lead on meetings in the absence of the Reservations Manager.
• Issue Escalation and Reporting: Proactively identify and elevate issues outside normal operating parameters to the Reservations Manager or appropriate parties, ensuring timely resolution and minimizing impact on service quality.
• Cross-departmental support: Assist other departments as needed, demonstrating flexibility and a collaborative spirit to ensure overall organizational success.

Conhecimentos

Customer service

Call center supervision

Administrative

Organizational skills

Communication skills

Conflict resolution

Formação académica

High school diploma

Ferramentas

Microsoft Office

Paratransit scheduling software

Trapeze

Descrição da oferta de emprego

Call Center Supervisor

Transdev in Englewood, CO is hiring a Call Center Supervisor. The Call Center Supervisor is an administrative role within the Call Center team, providing support to management to ensure efficiency in reservations operations. This position is responsible for assisting in meeting performance goals, department scheduling and working with the Lead Reservationists who focus on operations and immediate customer-facing issues. The Supervisor is instrumental in maintaining high standards of service in line with Transdev standards and ADA regulations.

• Competitive starting pay of $19.00 - $21.00 per hour

Benefits include

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 7 days
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities

• Administrative Support: Assist the Project Manager in administrative tasks, ensuring that attendance and performance goals are met, and scheduling requirements are efficiently managed.
• Monitoring: Monitor the performance of reservationists, working closely with the Lead Reservationists to identify and address any performance issues, ensuring compliance with policies and procedures.
• Staff Development and Promotion: Contribute to the training, coaching, and supervision of reservationists, fostering a positive working environment and ensuring that best practices in customer service and leadership are upheld. Implement corrective actions to address performance issues and ensure adherence to standards. Play a vital role in the promotion process, providing recommendations to senior management.
• Communication and Conflict Resolution: Maintain regular communication with the Project Manager and Lead Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues. Act as a mediator in minor employee disagreements, using active listening skills to understand and resolve conflict.
• Scheduling Oversight: Assist in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining a commitment to high-quality service.
• Quality Assurance: Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
• Backup Support: Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
• Continuous Improvement: Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
• Meeting Participation: Attend periodic meetings with stakeholders, representing the reservations team and potentially taking the lead on meetings in the absence of the Reservations Manager.
• Issue Escalation and Reporting: Proactively identify and elevate issues outside normal operating parameters to the Reservations Manager or appropriate parties, ensuring timely resolution and minimizing impact on service quality. Report any violations of company policies to HR for investigation.
• Cross-departmental support: Assist other departments as needed, demonstrating flexibility and a collaborative spirit to ensure overall organizational success.

Qualifications

• A high school diploma or equivalent, such as GED, required.
• Experience, Skills, and Knowledge Preferred
• Minimum of 2 years of customer service and call center supervisory experience
• Strong administrative, organizational, conflict resolution, and communication skills.
• Ability to work closely with and support the Lead Reservationists in day-to-day operations.
• Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
• Knowledge of Trapeze preferred.

Physical Requirements

• Must be able to work shifts or flexible work schedules as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be a combination of both indoors and outdoors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please [e-mail]

Drug-free workplace

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: Management

Job Type: Full Time

Req ID: 9282

Pay Group: ECE

Cost Center: 429