Transdev Customer Service Supervisor II in Omaha, Nebraska

Overview:

In this role, you will report to the Customer Service Manager or his/her successor. This position will be primarily responsible for the operational oversight of the call center operations. The Customer Service Supervisor II position is responsible for the day-to-day operations of the call center including direct staff management.

Responsibilities:

  • Working on location Saturday 7am - 7pm, Sunday 7am - 6pm, Monday and Tuesday 8am - 7pm

  • Receive, investigate, and respond to calls and trips escalated by Reservation Specialist Team Leads

  • Pulling call recordings within 3 hours of request during normal scheduled hours

  • Pulling call recordings within 18 hours of request during on call hours

  • Perform quality review of next day reservations

  • Ensure compliance with established DHHS procedures

  • Answer the supervisor line

  • Completing Quality Assessments of Reservation Specialist Team Lead and Reservation Specialists

  • Participate in a rotating schedule as an on call resource and backup for after-hours staff, including if necessary, taking the after-hours phone and answering DHHS and AVTA calls in the even that after-hours staff are unavailable

  • Participate in a rotating schedule leading Group Interview sessions

Other duties as required.

Qualifications:

Education:

  • HS diploma or GED required

Experience preferred:

  • 1-3 years supervisor experience preferred

Skills and Knowledge Preferred:

  • Knowledge of programs such as excel, word and power point is preferred.

Pre-Employment Requirements:

  • Drug testing and background check Testing related to job requirements

Physical Requirements:

  • 100 % of work is accomplished indoors and in air conditioned or well ventilated facilities

  • Work is accomplished in an office or in a cubicle space equipped with a telephone and computer

  • The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen

  • Must have basic computer skills and knowledge

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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 fob. 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:

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 2017-6451

Job Locations US-NE-Omaha

Posted Date 5/16/2017

Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler

Internal Code ..

Internal Reference 402

Internal Code 3 ..

Company/Division IntelliRide