Call Center Supervisor - 3rd Shift

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

Benefits offered by this job

Vacation 2 weeks

Sick days 5

Holidays 10 days

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

401(k) plan

Job summary

Transdev is seeking a Call Center Supervisor for the 3rd shift in Tinley Park, IL. You will lead a team of Customer Service Representatives handling paratransit reservations and customer inquiries to ensure safe, reliable service.

The role requires a Bachelor’s degree or equivalent experience and 3 years of leadership in a call center, with strong communication and coaching skills. Competitive hourly pay and full benefits offered.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3 years of supervisor or leadership experience in a call center or customer service.
• Strong written and oral communication skills.
• Strong listening skills.
• Proficiency in Microsoft Office and Trapeze.
• Ability to train, coach, and manage performance.
• Subject to DOT drug testing and DOT 49 CFR Part 40 compliance.

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.

Skills

Leadership experience

Communication

Microsoft Office

Trapeze

Training and coaching

Customer service

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Trapeze

Job description

Call Center Supervisor - 3rd Shift

Transdev is looking for a Third 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.


• 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.

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

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.