Call Center Lead

 

 

Job Description

Position Title:Call Center Lead

Reports to:Call Center Manager

Status:Non-Exempt – Full Time

Salary Range:$25.00 - $27.00 per hour

SUMMARY: 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 assure 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.  

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 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.
• Provide coaching and assistance to Travel Navigators as they complete their assigned duties.
• Work closely with Travel Navigation Coordinator and Call Center Manager for successful and timely completion of all Call Center functions.
• Other duties as delegated by the Call Center Manager.

QUALIFICATIONS / REQUIREMENTS:

• 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.
• Ability to maintain a high level of confidentiality.
• Travel requirement (as a percent): <5% travel between properties and for meetings and outside training.
• Must submit to and pass a drug test and background check.

PHYSICAL REQUIREMENTS: 

• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities.

• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Could perform physical activities such as movement / flexiblity with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials. 

About Transdev 

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, 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

EEO Statement:

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 perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform 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. 

Drug-free workplace:

If based in the United States, applicants must be eligible to work in the US without restrictions for any employer at any time and be able to pass a drug screen and background check.