Transdev in San Rafael, CA is hiring a Call Center Lead.The Call Center Lead performs oversight of Reservations agents, supports Travel Navigation as well as performs the duties of each position as needed. Requires a flexible work schedule to ensure coverage during all hours of the call center operations.
The Lead works independently to provide data, statistics and reports to the Manager and performs research of systems' data and information as requested by the Manager. This position may represent the organization to its clients, customers and members of the public in a responsive, professional and courteous manner. The Lead monitors, acts upon and reports to manager the status of departmental quality standards and develops action plans to address deficiencies.
Transdev is proud to offer:
Benefits include:
Key Responsibilities:
Demonstrate exemplary adherence to all internal policies and procedures, as well as applicable laws and regulations.
Ensure there is Call Center telephone coverage during hours of operations.
Assist other Call Center representatives who provide information, resources, and a high level of customer service to passengers and potential passengers.
Provide support to the day-to-day operations of the Call Center department to ensure full provision of service within corporate policy and local contract requirements and service standards.
Assist in the investigation of customer or client complaints related to call center functionality, provide summary reports and enter responses into complaint tracking system.
Address staff performance issues through coaching and demonstration of best practice in consultation with the Call Center Manager.
Perform live and recorded observations of employee interactions with customers.
Report to Call Center Manager any interdepartmental issues involving the call center.
Develop and provide ongoing data reports, metrics, quality results, establish goals/targets for individual employees, departmental functions and key performance indicators.
Maintain effective understanding of service area(s) and services provided.
Work closely with the Call Center Manager for successful and timely completion of all Call Center functions.
Other duties as delegated by the Call Center Manager.
Qualifications / Reuirements:
High school diploma or equivalent, such as GED, required.
Leadership experience in a customer service or call center environment.
Excellent interpersonal skills and ability to work with and manage a variety of people.
Understand the full suite of Marin Access programs.
Understand requirements of the ADA related to the provision of public transit.
Excellent communication skills both written and verbal.
Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
Required to maintain a high level of confidentiality.
Travel requirement (as a percent):