Call Center Supervisor - Tri Delta Transit

Keolis Canada•Antioch, CA

5d•$32•Hybrid

About The Position

Tri Delta Transit is seeking a Call Center Supervisor to manage, develop, and train reservationists to meet and exceed call center performance expectations. This role involves driving staff accountability through performance analysis, coaching, reviews, and disciplinary actions. The supervisor will report Key Performance Indicators (KPIs) to the executive team, analyze call center data to identify areas for improvement, and maintain knowledge of system and telecommunications capabilities. Regular meetings with reservationists will be held to discuss performance, opportunities, and promote teamwork. The role also includes conducting new hire and recurring training, communicating Quality Assurance (QA) through biweekly reports, and performing/overseeing audits of call center processes. The supervisor will also motivate, assign, monitor, train, and provide guidance to assigned staff, ensuring adherence to company policies and standards. Additionally, they will monitor and respond to customer comments, interview operators regarding complaints, and participate in cross-functional projects to improve efficiency and client satisfaction. A continuous review of call center work processes for efficiency is expected, along with other assigned duties.

Requirements

Strong Oral and written communication skills
4 Years of Call Center Experience
Experience dealing with conflict management
Demonstrate ability to handle multiple projects and prioritize in a fast-paced environment
Knowledge of Microsoft Applications, including word and excel
Excellent interpersonal skills and ability to work with and manage a diverse group of employees
Ability to maintain a high level of confidentiality
Strong Customer Service Skills
Ability to problem solve in a fast pace environment
Strong Computer Skills (Microsoft Office)
Leadership and analytical skills
Ability to make sound business judgments
Excellent communication skills both orally and written
Ability to meet deadlines

Nice To Haves

Paratransit Experience Preferred

Responsibilities

Manage, develop, and provide continuous training and coaching to all reservationists in order to meet/exceed call center performance expectations and goals.
Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, documented coaching sessions, performance reviews and disciplinary actions.
Report KPI’s that represent overall performance at Business review meetings to the executive team meetings.
Analyze call center statistical data and work with Management to determine areas of opportunity to prevent corrective action.
Maintain complete knowledge of system and telecommunications capabilities, associated software applications and internet access.
Host regular meetings with reservationist in an open forum to discuss performance results, opportunities, create action plans and promote teamwork.
Conduct New hire and reoccurring training to reservationist.
Communicate QA through biweekly reports to ensure contract compliance.
Perform, coordinate, and oversee audits of all call center processes to ensure compliance with procedures and achievement of process objectives under the direction of the Operations Manager.
Supervise, motivate, assign, and monitor work, train, provide guidance of assigned staff and ensure department and company policies, procedures and standards of performance are followed.
Monitor and respond to customer comments via internal computer application.
Interview operators regarding customer comments/complaints.
Participate in cross functional projects to develop processes and procedures that will drive efficiency and create client satisfaction.
Understand call center work processes and continuously review those processes for efficiency.
Other Duties as assigned