Call Center Supervisor

Call Center Supervisor

Transdev is looking for a Call Center Supervisor to join our team in Chicago, IL. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.

Transdev is proud to offer:

• Competitive compensation package of minimum $22.28/hour - Maximum $27.23/hour

Benefits include:

• Vacation: minimum of two (2) weeks

• Sick days: 5 days

• Holidays: 12 days; 8 standard and 4 floating

• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Responsibilities

• Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system

• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

•  Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

• Develops and monitors operations of the customer service center including policies and procedures, operating structure, and workflow.

• Ensures the volume of work produced meets company standards and ensures customer satisfaction.

• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

• Other duties as assigned.

Qualifications

Education, Licensing, and Certifications:

• Bachelor's degree or equivalent experience required

Experience, Skills, and Knowledge Required:

• Seven to ten years of relevant leadership experience in a customer service or call center environment.

• Pleasant telephone voice/manner

•  Strong written and oral communication skills

• Strong listening skills

• Ability to remain courteous with difficult or angry customers

• Strong computer knowledge/PC experience

• Ability to train, coach, and manage performance of staff

• Travel requirement