Call Center/Reservationist Supervisor - Tri Delta Transit

Call Center/Reservationist Supervisor - Tri Delta Transit

Salary Range: $65,000 - $73,212 (commensurate with experience)

Knowledge and Experience:

• Paratransit Experience Preferred
• Strong Oral and written communication skills
• 4 Years of Call Center Experience
• Experience dealing with conflict management
• Demonstrate ability to handle multiple projects and prioritize in a fast-paced environment
• Knowledge of Microsoft Applications, including word and excel
• Excellent interpersonal skills and ability to work with and manage a diverse group of employees
• Ability to maintain a high level of confidentiality

Skills:

• Strong Customer Service Skills
• Ability to problem solve in a fast pace environment
• Strong Computer Skills (Microsoft Office)
• Leadership and analytical skills
• Ability to make sound business judgments
• Excellent communication skills both orally and written
• Ability to meet deadlines

Key Accountabilities:

• Manage, develop, and provide continuous training and coaching to all reservationist in order to meet/exceed call center performance expectations and goals.
• Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, documented coaching sessions, performance reviews and disciplinary actions.
• Ability to report KPI’s that represent overall performance at Business review meetings to the executive team meetings
• Analyze call center statistical data and work with Management to determine areas of opportunity to prevent corrective action.
• Maintain complete knowledge of system and telecommunications capabilities, associated software applications and internet access.
• Host regular meetings with reservationist in an open forum to discuss performance results, opportunities, create action plans and promote teamwork.
• Conduct New hire and reoccurring training to reservationist
• Communicate QA through biweekly reports to ensure contract compliance
• Perform, coordinate, and oversee audits of all call center processes to ensure compliance with procedures and achievement of process objectives under the direction of the Operations Manager
• Supervise, motivate, assign, and monitor work, train, provide guidance of assigned staff and ensure department and company policies, procedures and standards of performance are followed.
• Monitor and respond to customer comments via internal computer application
• Interview operators regarding customer comments/complaints
• Participate in cross functional projects to develop processes and procedures that will drive efficiency and create client satisfaction.
• Understand call center work processes and continuously review those processes for efficiency.
• Other Duties as assigned

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. 

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants. 
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.