Lead Reservationist/Call Center Team Lead

Company: Transdevna
Location: Lynn
Posted on: January 15, 2023

Job Description:

Overview:
Pay rate is $17.50 per hour, comprehensive medical, dental, vision and 401k available!
This role is on site at our call center. Gym and cafeteria in the building.
Responsibilities:
The Lead Reservationist is responsible for daily supervision and coaching of reservationists on the floor and at remote locations.

• Assuring quality of operations including leading reservations staff, monitoring and observing customer phone calls and coaching to resolve customer service issues and compliance with the MBTA policies and procedures
• Resolving routine reservations staffing issues, including covering breaks, staff tardiness or absence, and reassigning staff or modifying the routing of calls as needed to maintain performance
• Coaching reservationists to resolve performance issues and maintain compliance with Transdev and MBTA polices and procedures
• Resolving any immediate customer related issues, especially escalated problems
• Meeting with the Reservations Manager on a regular basis
• Performing the duties of Reservationists when needed and possible without compromising primary Lead Reservationist duties
  Other duties as assigned.
  Qualifications:
  Education, Licensing, and Certifications:
  
  • High school education or equivalent, such as GED, required.
    Experience:
    
    • High school education or equivalent required.
    • 2 years of call center supervisor experience, preferably in the transportation industry
      Skills and Knowledge Required:
      
      • Pleasant telephone voice/manner
      • Strong written and oral communication skills
      • Strong listening skills
      • Ability to supervise others
      • Ability to remain courteous with difficult or angry customers
      • Basic computer knowledge/PC experience and the ability to learn new software
      • Bilingual skills is a plus but not required
        
        Pre-Employment Requirements:
        
        • Must submit to drug testing and a background check
          Physical Requirements:
          
          • Must be able to work shifts or flexible work schedules as needed.
          • 100% of work is accomplished indoors and in air conditioned or well ventilated facilities
          • Work is accomplished at a workstation or in a cubicle space equipped with a telephone, headset, and computer.
          • Work environments are generally noisy and the employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
            
            About Transdev:
            
            Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, 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
            
            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 successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the 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.
            EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm
            
            Drug free workplace
            
            If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check.

Keywords: Transdevna, Lynn , Lead Reservationist/Call Center Team Lead, Other , Lynn, Massachusetts