Reservations Supervisor

Transdev; New Carrollton (MD); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k) plan

Medical dental vision

Life insurance

Short-term disability

Voluntary LTD

Job summary

Transdev in New Carrollton, MD is seeking a Reservations Supervisor/Manager to join our team. The role focuses on supporting the Reservations Manager, monitoring reservationists, and ensuring high-quality customer service and safety.

You will coordinate scheduling, coach staff, handle escalations, and collaborate with other departments to maintain smooth operations. Our benefits include vacation, sick days, holidays, and a 401(k) plan.

Qualifications

• High school diploma or GED required.
• Minimum 2 years in customer service/call center.
• Experience in administrative or supervisory role preferred.
• Strong administrative, organizational, conflict resolution, and communication skills.
• Proficiency in Microsoft Office; familiarity with paratransit scheduling software.
• Knowledge of Trapeze scheduling software preferred.

Responsibilities

• Assist Reservations Manager with administrative tasks and attendance/performance tracking.
• Monitor reservationists' performance and address issues.
• Develop and coach reservationists; support promotions.
• Maintain communication with Reservations Manager and staff; resolve issues.
• Assist in managing reservations schedules and staffing.
• Support quality assurance in reservations operations.
• Provide backup support for reservations duties.
• Contribute to continuous improvement of operations.
• Attend meetings with stakeholders and lead when needed.
• Escalate issues to Reservations Manager and HR as needed.
• Cross-departmental support as needed.

Skills

Customer service

Call center experience

Administrative skills

Organizational skills

Conflict resolution

Communication skills

Education

High school diploma or GED

Tools

Microsoft Office

Paratransit scheduling software

Trapeze

Job description

Reservations Supervisor

Transdev is looking for a Reservations Manager to join our team in New Carrollton, MD. 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 $24.00 – maximum $25.50

Benefits include:

• Vacation: minimum of two (2) weeks




• Sick days: 5 days




• Holidays: 12 days; 8 standard and 4 floating




• 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 Reservations Manager in administrative tasks, ensuring that attendance and performance goals are met, tracking individual attendance and performance, sending notifications to employees regarding attendance and performance, and ensuring scheduling requirements are efficiently managed.




• Monitoring: Monitor the performance of reservationists, working closely with the 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 Reservations Manager and 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 escalation 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 experience, with a preference for experience in an administrative or supervisory role.




• 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.

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