Second Shift Call Center Supervisor – Paratransit Services

Transdev North America, Inc.; Tinley Park (IL); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Vacation: 2 weeks

Sick days: 5

Holidays: 10 days

401(k) retirement plan

Medical, dental and vision

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America, Inc. in Tinley Park, IL is seeking a Second Shift Call Center Supervisor to lead a team of customer service representatives, schedule paratransit reservations, and resolve service issues for a multi-mode transit system.

The role requires a bachelor’s degree or equivalent, 3 years of supervisory experience, strong communication and listening skills, proficiency in Microsoft Office and Trapeze, and the ability to coach staff. DOT drug testing is required.

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.

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

Listening skills

Leadership

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Trapeze

Job description

Transdev North America, Inc. in Tinley Park, IL is seeking a Second Shift Call Center Supervisor to lead a team of customer service representatives, schedule paratransit reservations, and resolve service issues for a multi-mode transit system.

The role requires a bachelor’s degree or equivalent, 3 years of supervisory experience, strong communication and listening skills, proficiency in Microsoft Office and Trapeze, and the ability to coach staff. DOT drug testing is required.