The Lead Reservationist isresponsible for daily supervision and coaching of reservationists on the floor and at remote locations.
Assuring quality of operations including 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
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 required.
Education, Licensing, and Certifications :
- High school diploma or equivalent, such as GED, required
- 3 years of call center experience, preferably in the transportation industry
Skills and Knowledge Required:
Ability to supervise others
Excellent communication skills in person and over the telephone
Ability to maintain amiable relations with customers and other outside contacts
Strong computer skills and the ability to learn new software
Ability work flexible hours
Travel requirement (as a percent): <5% for occasional meetings
- Must submit to drug testing and a background check
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 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.
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: 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
Requisition ID 2018-8197
Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler
Internal Reference 405