Supervisor Sales & Customer Service - 90072742 - Philadelphia

at  Amtrak

YOUR SUCCESS IS A TRAIN RIDE AWAY!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

MINIMUM QUALIFICATIONS:

• High School Diploma OR equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• Experience with people management and proven leadership over an operations team.
• Transportation or travel industry experience preferred
• Working knowledge and understanding of TCU labor agreement and Contact Center Special Instructions or experience working in a union environment or heavily regulated environment.
• Ensuring full agent compliance regarding Contact Center Special Instructions such as dress code, food policy, cell phone usage, etc. and applying discipline when there are agent violations.
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Working knowledge/understanding of contact center operational metrics and calculations. (Voice, Chat, SMS, and Email)
• Program/project management, strategic planning, customer interaction management.
• Focused on customer value and improvement of overall customer experience. (FCR, VOC/NPS, C-SAT, internal quality processes)
• Leadership skills in a multicultural environment with cultural sensitivity.
• Proficiency with technology, especially software applications such as MS Office, RailRes/ARROW, eWFM, Avaya CMS or similar systems used to manage a call center.

PREFERRED QUALIFICATIONS:

• 3-6 years of relevant experience preferred

COMMUNICATIONS AND INTERPERSONAL SKILLS:

• Must have excellent oral and written communication skills.
  The salary/hourly range is $78,600-$101,844. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.
  Requisition ID:163319
  Posting Location(s):Pennsylvania
  Work Arrangement:06-Onsite
  Job Family/Function:Customer Service
  Relocation Offered:No
  Travel Requirements:Up to 25%

SUMMARY OF DUTIES:

Call center supervisors are supportive leaders who coach and motivate call center agents as they handle interactions from customers. (Voice, Chat, SMS, E-mail, Social Media) The call center supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared to assist our customers with their travel needs. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet performance targets, answer their questions, and provide them with ongoing coaching opportunities and feedback. Applicants should be analytical, supportive, and prepared to act as a resource to agents and focused on helping the team build the necessary skills and knowledge to provide an outstanding customer experience with every interaction.

ESSENTIAL FUNCTIONS:

• Incorporate a collaborative style that motivates team members to drive them to achieve the department goals of AHT, productivity, Quality and Revenue.
• Hire, train, prepare and motivate agents to provide excellent service to customers.
• Enforce performance objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable and efficient support for customers.
• Manage other contact center goals such as schedule adherence, attendance, and absenteeism.
• Responsible for the development, implementation, and administration of all programs established to accomplish the goals of the Contact Center.
• Acceleration of sales revenue generation and quality customer service through training, communication, administration, and planning.
• Responsible for enforcing policy and procedures for the disciplinary process and ensures a safe working environment.
• Analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Take on other tasks or projects to support employees, managers, and the call center operation.
• Ensure quality assurance through agent monitoring, evaluation, coaching, counseling, training, and development as appropriate.
• Hold regular team meetings top provide open communications and keep agents updated on current programs, promotions, policies, safety briefings, etc.
• Assure equitable and uniform application of Amtrak policies, procedures, and agreements both internally with employees and externally with customers.