Call Center Supervisor - 2nd Shift

Transdev; Tinley Park (IL); On-site; USD 31,000 - 34,000; Full time

Benefits offered by this job

Vacation: 2 weeks minimum

Sick days: 5 days

Holidays: 10 days (8 standard, 2 float

401(k) retirement plan

Medical, dental and vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev is seeking a Call Center Supervisor for the second shift in Tinley Park, IL. The role leads a team of customer service representatives, ensuring efficient paratransit reservations and responsive issue resolution, while driving performance coaching and process improvements.

The ideal candidate has a bachelor’s degree or equivalent experience, plus 3 years of supervisory experience in a call center or customer service setting.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3 years of supervisor or leadership experience in a customer service or call center environment.
• Strong written and oral communication skills.
• Strong listening skills.
• Proficiency in Microsoft Office and Trapeze required.
• Ability to train, coach, and manage performance of staff.
• Subject to DOT drug testing per regulation.

Responsibilities

• Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system.
• Ability to work with and resolve customer concerns and complaints.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
• Develops and monitors operations of the customer service center including policies, procedures, operating structure, and workflow.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes to achieve goals while ensuring customer needs are met without interruption to service levels.

Skills

Team leadership

Customer service

Communication skills

Listening skills

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Trapeze

Job description

Call Center Supervisor - 2nd Shift

Transdev is looking for a Second Shift Call Center Supervisor to join our team in Tinley Park, IL. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.

Transdev is proud to offer:

• Competitive compensation package of minimum $22.50/hour – Maximum $25.00/hour

Benefits include:

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 10 days; 8 standard and 2 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Responsibilities

• Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system
• Ability to work with and resolve customer concerns and complaints.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Develops and monitors operations of the customer service center including policies and procedures, operating structure, and workflow.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience required
• 3 years of supervisor or relevant leadership experience in a customer service or call center environment.
• Strong written and oral communication skills
• Strong listening skills
• Proficiency in Microsoft Office and Trapeze required
• Ability to train, coach, and manage performance of staff
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Requirements:

The essential functions of this position require the ability to:

• Sit, type, and look at a computer for extended periods (up to 6–9 hours per day)
• Push and pull objects up to 25 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level

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 contact [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 everyday 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please Click Here f or CA Employee Privacy Policy.

Job Category: Management

Job Type: Full Time

Req ID: 9311

Pay Group: X60

Cost Center: 56443

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

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

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 everyday thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.