Second-Shift Call Center Supervisor — Lead & Elevate Service

Transdev; Tinley Park (IL); Presencial; USD 31 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Team leadership

Customer service

Communication skills

Listening skills

Formação académica

Bachelor’s degree or equivalent experience

Ferramentas

Microsoft Office

Trapeze

Descrição da oferta de emprego

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.