Customer Service Operations Supervisor

2 weeks ago

Lancaster, Pennsylvania, United States Transdev Full time


About Transdev:

Located in North America, Transdev stands as the largest private-sector operator across various transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is dedicated to being the reliable partner for cities and transit authorities, emphasizing quality execution and innovative mobility solutions. As part of the Transdev Group, a prominent global operator in 17 countries, we provide passengers the freedom to connect with their communities every day.

The Customer Service Operations Supervisor is responsible for overseeing the daily operations of the call center, ensuring effective monitoring of agent performance and queue management while adjusting staffing levels as necessary. This role directs team members to deliver exceptional customer service and maintains quality assurance on customer interaction and booking accuracy metrics, striving to meet or exceed the target of 90% in both areas. The salary range for this position is $65,000-75,000. (DOE)

Transdev is proud to offer:
  • Significant career advancement opportunities due to our extensive presence across North America.
  • A comprehensive benefits package that includes paid holidays & vacation, medical, vision, and dental coverage, along with a 401(k) savings plan.
  • A positive and collaborative work environment.
Our Customer Service Operations Supervisors are tasked with:
  • Collaborating with the Department Manager to ensure adherence to established policies and procedures.
  • Overseeing all functions of the Call Processing Unit, ensuring compliance with contractual obligations. Regularly reviewing, updating, and implementing policies and procedures for the Call Processing Unit in line with contractual requirements.
  • Coordinating training initiatives for new employees and facilitating cross-training within the department as needed.
  • Organizing monthly departmental meetings.
  • Performing additional duties as assigned.
To qualify as a Customer Service Operations Supervisor, you will need:
  • A High School diploma or equivalent.
  • Knowledge of telecommunications systems and automated scheduling and dispatch software.
  • Strong communication and negotiation abilities, with a talent for influencing without direct authority.
  • A team-oriented mindset.
  • Dependability and proficiency in time management, meeting deadlines, and multitasking.
  • Flexibility to work a varied schedule, including weekends.
  • Familiarity with the 5M scheduling software.
  • Supervisory experience is essential.
  • A minimum of three years of experience in a call center environment.
  • Outstanding customer service skills and professional telephone etiquette.
The above statements aim to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this position. 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 any other legally protected status.

EEO is the Law Poster:

Drug-free workplace

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.

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