Supervisor, Transit Information Center

Forbes List of America's Best Employers 2021

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible.

Summary

The position supervises the activities of assigned staff to provide transit information to callers regarding trip plans and how to use Bus, Rail and Light Rail services. Supervising activities of union employees responding to customer inquiries; monitors and evaluates employees’ performance and attendance. Ensuring staff is in compliance with internal policies and procedures for all staff activities as per union contract.

Roles and Responsibilities:

• Reviews employee incident reports and conducts 1st step hearings with agreement employees as per contract. Acts as expert witness for company at arbitrations, 2nd or 3rd step hearings.
• Provides on-the-job training for TIC Agents to ensure they have the skills and knowledge to provide superior customer service while giving information over the telephone.
• Perform evaluations of staff to ensure they are meeting office standards. Monitor agents via digital recording system or silent monitoring via ACD system as part of quality assurance program. Meets with agents to review and discuss steps to be taken to improve performance.
• Ensures ATIS, ACD, IVR, Kronos Work Force Central Electronic Payroll, Digital Voice Recorder (DVR), Hot Lines, web site for alerts and advisories are in working order. Trouble shoots systems and reports problems to appropriate departments.
• Recommends to the Director operating alternatives that may increase the quality of services provided to NJ TRANSIT’s external and internal customers. Responds to customer requests in a timely manner demonstrating courtesy and concern.
• Disseminates service information (i.e., special events, promotions) to the Information Agents in a timely manner. Ensures staff is updated with critical information during service disruptions so callers are provide with accurate information, as well as alternate service.
• Responsible for updating the Emergency Hot Line number during major service disruptions to Bus and Rail passengers. Responsible for updating the Interactive Voice Response (IVR) unit per Rail Line, such as delays and detours.
• Provides 24-hour, 7-day on-call availability in response to general service needs, ERT call-outs, service disruptions and other emergencies.

Education, Experience, and Qualifications:

• Bachelor’s Degree in in Liberal Arts or related area, or equivalent .
• Minimum of three (3) or more years of supervisory experience in a union environment and/or Call Center.

Knowledge and Skills:

• Proficiency in MS Word and Excel required.
• Strong communication, presentation, organizational and time management skills.

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Some walking and standing relative to interaction with other personnel.

At NJ Transit you will enjoy a competitive salary and excellent benefit package:

• Comprehensive Family Health Insurance – Prescription, Dental, Vision
• Flexible Spending Account
• Life Insurance
• Paid Leave
• 401(a), 401(k) Retirement Plans - up to 9% employer contribution
• Tuition Assistance
• Qualified Transportation Expense Plan (QTE)

At NJ TRANSIT we support and depend upon the diversity of our staff. NJ TRANSIT is an Equal Opportunity Employer.

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