Customer Service Supervisor

at  Transdev

Position: Customer Service Supervisor
Salary: $28.00 per hour, DOQ
Classification: Full-Time, Regular, Non-exempt
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
Transdev is the contractor that oversees the East Bay Paratransit program (rides for people with disabilities). Our web site is www.eastbayparatransit.org and we’re located in downtown Oakland above the 19th St. BART station. In addition to competitive salary and a convenient location, Transdev offers an attractive benefits package, including health, dental, vision care, life insurance and a 401k plan.

THE POSITION

Transdev is looking for a Customer Service Supervisor who is responsible for supervision of customer service representatives, training of new hires, identifying training opportunities, writing performance evaluations, and dealing with and resolving escalated situations. Chiefly, this position is responsible for ensuring the entirety of the customer service department is meeting all desired service levels.

MINIMUM QUALIFICATIONS:

Possess a high school diploma or equivalent. Experience working with the elderly or persons with disabilities preferred. Possess the ability to work with customers and co-workers with diverse ethnic backgrounds and disabilities. Experience using a personal computer is a must. Have proficient English skills both verbally and in written form. Must be organized and focused.

• Help the call center maintain a call center abandon rate of 5% or less
• Effective management of escalated issues/complaints
• Assist with customer service & reservation call queues as needed
• Ensure the quality of calls amongst all team members
• Effectively manage team productivity
• Meet or exceed monitored team call targets each quarter
• Ensure schedule adherence
• Maintain accurate employee records
• Timely completion of quarterly and annual performance reviews
• Follow company policies and procedures in a consistent manner
• Maintain acceptable attendance & punctuality records
• Special projects assigned by manager
• Other duties as assigned