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Posted: Wednesday, July 5, 2017 4:32 PM

Overview: Transdev, formerly Veolia Transportation, is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming. Key Responsibilities/Duties: The Call Center Supervisor is responsible for managing the reservations & "where's my ride" call center for the SF Paratransit operation including assigning all work shifts in the reservations & passenger assistance center, ensuring no-shows are properly managed, ensuring efficient scheduling of shifts for all call handling personnel and promoting professional call handling procedures are used at all time. This position monitors all call center activity to ensure proper call handling of rider calls; monitors phone system reports to assist with proper call agent scheduling and optimum performance which results in the highest levels of trip data entry accuracy with the least amount of call processing time and the best possible customer service. This position is responsible for ensuring optimum scheduling of call center shifts; training new call center agents on all aspects of phone system use; ensures proper handling of no-show trips coordinating with dispatch personnel and administrative office enforcement and fosters the proper follow up protocols between call center agents and riders while ensuring adherence to rider policies including proper enforcement of no-show policies. Responsibilities: General Tasks/Duties: Establishes and enforces performance indicators for all call groups Monitors live or recorded calls to identify training/coaching opportunities for all call center agents Performs hourly, daily, weekly and monthly reviews of individual call center agents and adjusts call group coverage as needed Reviews, investigates and responds to passenger complaints regarding call center agents, reservations, customer service and other staff as needed Identifies areas for improving call center services to riders to minimize caller hold times, agent wrap times and to minimize call processing times Qualifications: Skills/Knowledge/Abilities: The following is required: Knowledgeable in professional call handling procedures and techniques Capable of training phone agents on proper phone system use and call handling techniques Ability to read auto generated telephone data reports and able to monitor and manage call flows into call groups Capable of setting up call agents and call groups using clear instructions and guidelines Able to write phone scripts for messages, voicemail systems and auto-attendants for phone systems Skilled in dealing with difficult patrons and able to train others in proper handling of difficult callers Able to recognize call flow problems and recommend solutions Knowledge of automated call distribution (ACD) systems Experience with call center terminology Experienc e* */Educational Requirements _:_ At least graduation from high school (high school diploma) with some college preferred. Experience developing and writing call handling procedures required. Experience in any kind of call center environment at a lead or supervisory capacity also required. At least two years college experience also preferred. Experience in lead, supervisory or coaching position in a transportation call center environment is preferred. Work Environment: Ninety-five percent (95%) of the work performed in the capacity of this position is in a professional office environment that is clean, well lit, and in compliance with the ADA's Architectural Standards. Minimal lifting is required and never any more than twenty-five (25) pounds. The remaining five percent (5%) level of work may be performed off-site but never in unsafe or hazardous surroundings. The office is environmentally friendly and neither smoking nor artificial scents are permitted in the work environment. Work Schedule: Position is full-time, at least five days per week overseeing a 24/7 call center operation. Requires flexibility in working days and hours including working non-traditional business hours such as early mornings, evenings, weekends and holidays. For more information please visit our website at www.transdevna.com/careers 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: 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 Requisition ID 2017-6542 Job Locations US-CA-Brisbane Posted Date 5/30/2017 Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler Internal Code \#TNA Internal Reference 514 Internal Code 3 Ind1 Company/Division Transdev Services

Source: http://www.juju.com/jad/000000009r8cfx?partnerid=af0e5911314cbc501beebaca7889739d&exported=True&hosted_timestamp=0042a345f27ac5dc477a4ad097fda09f70b95c0b7d4f5f4b1038fee9f6f1e6b9


• Location: Brisbane, San Francisco

• Post ID: 72993498 sf
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