Call Center Supervisor — Lead Reservations & Quality

Transdev; Englewood (CO); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Vacation: minimum of two weeks

Sick days: 5 days

Holidays: 7 days

401(k) retirement plan, medical,Dental

Vision insurance

Life insurance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Call center supervision

Administrative

Organizational skills

Communication skills

Conflict resolution

Education

High school diploma

Tools

Microsoft Office

Paratransit scheduling software

Trapeze

Job description

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.