What are the responsibilities and job description for the Call Center Supervisor position at Transdev, Inc.?
Overview
Transdev Services is seeking a well-rounded individual to supervise our call center. This position is responsible for the overall direction, coordination, and evaluation of the operation. Also directly supervises non-supervisory employees. Responsibilities include interviewing, hiring, and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Starting rate: $18.00/hr
Responsibilities
Key Responsibilities:
1. Monitor inbound call volume via phone system ensuring service goals are met daily, which includes offering early release or increase staffing based on call volume needs.
2. Maintain proper staffing levels for the department based on operational needs.
3. Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.
4. Handle’s escalated calls.
5. Assist staff with any questions to ensure proper handling of customer issues or concerns.
6. Ensure E-mails and other time sensitive duties are done in a timely manner.
7. Ensure adequate standards are met for attendance and adherence
8. Review daily operational reports to make sure service goals are met.
9. Use effective verbal and written communication to distribute the most current information to the team members.
10. Give ideas and suggestions on improvements for the operation.
11. Keep updated on new technology
12. Create an atmosphere of professionalism & mutual support among employees.
13. Must be able to handle multiple situations at once
14. Ensure building safety, checking doors are locked and employees are wearing appropriate building identification and their security badge.
15. Other duties as required.
Qualifications
Education, Licensing, and Certifications:
- College degree preferred. Minimally High school diploma, general education degree (GED).
Skills and Knowledge Required:
- Ability to read and interpret documents such as the employee handbook, procedure manuals, and operational guidelines.
- Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees in the organization.
- Requires entry-level computer expertise, including some use of database, word processing, and spreadsheets.
- Ability to apply concepts such as fractions, percentages, and ratios to practical situations.
- Ability to define problems collects data, establish facts, and draw conclusions.
Experience:
- Two years of experience in customer service including one year of experience as a supervisor within an operation environment.
Pre-Employment Requirements:
Drug testing and background check
About Transdev:
Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm
Drug free workplace
If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check.
Salary : $18 - $0
