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Supervisor of Reservationists

Company: Transdev North America, Inc
Location: New Orleans
Posted on: December 4, 2019

Job Description:

Overview In this role, you will report to the Director of Paratransit. This position will be primarily responsible for the operational oversight of the call center operations. The Supervisor of Reservationists position is responsible for the day-to-day operations of the call center including direct staff management. Responsibilities Receive, investigate, and respond to calls and trips escalated by Reservation Team members Pulling call recordings as needed Completing Quality Assessments of Reservation Specialists Perform quality review of next day reservations Ensure compliance with established Transdev RTA procedures Answer the supervisor line Completing Quality Assessments of Reservation Specialist Participate in a rotating schedule as an on call resource and backup for after-hours staff, including if necessary, taking the after-hours phone Participate in a rotating schedule leading Group Interview sessions Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth. Develops and monitors operations of the customer service center including policies and procedures, operating structure, and work flow. Ensures the volume of work produced meets company standards and ensures customer satisfaction. Identifies trends and initiates changesimprovements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels. Ensure performance and compliance of Call Tracking Systems Ensure the average queue time Ensure all incoming calls are answered within 3 minutes, 90% of days in a month Participate in a rotating schedule leading Group Interview sessions Provide system training to new staff and continuous training to existing staff Actively maintain a log of all call tracking system issues Implement and evaluate operational efficiency improvements to ensure service level Provide Program Specialist with any Customer Service or Call Tracking updates needed for quarterly staff trainings and present at mandatory quarterly trainings Completing Annual Performance Reviews of supervised staff by January 31st of every year Review and update Reservations Specialist Training Manual, if appropriate Other duties as required. Qualifications Education, Licensing, and Certifications : HS diploma or GED required Experience : Seven to ten years of relevant leadership experience in a customer service or call center environment Seven to Ten years of Transportation Management experience preferred Skills and Knowledge Required: Pleasant telephone voicemanner Strong written and oral communication skills Strong listening skills Ability to remain courteous with difficult or angry customers Strong computer knowledgePC experience Ability to train, coach, and manage performance of staff Travel requirement

Keywords: Transdev North America, Inc, New Orleans , Supervisor of Reservationists, Other , New Orleans, Louisiana

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