Now Hiring - Call Center Supervisor - $1500 Sign-on Bonus in San Rafael, CA

$1500 Sign-on Bonus

SCHEDULE: 9:00am - 6:00pm Friday - Tuesday

SUMMARY: The Call Center Supervisor directly performs the tasks of Dispatch, Reservations, Travel Navigation, and Scheduling staff as well as assisting the Call Center Manager in leading and coaching call center staff. The Lead person adjusts personal shift to ensure coverage of the departmental positions. The Lead person also provides data, statistics and reports to the Manager and performs research of systems’ data and information as requested by the Manager. The Supervisor may represent the organization to its clients, customers and members of the public in a responsive, professional and courteous manner. The Supervisor monitors, acts upon and reports to manager departmental quality standard status and develops action plans to address deficiencies.

RESPONSIBILITIES:

• Demonstrate exemplary adherence to all internal policies and procedures, as well as applicable laws and regulations.
• Ensure there is Call Center telephone coverage during hours of operations.
• Assist other Call Center representatives who provide information, resources, and a high level of customer service to passengers and potential passengers.
• Provide support to the day to day operations of the Call Center department to ensure full provision of service within corporate policy and local contract requirements and service standards.
• Assist in the investigation upon request customer or client complaints related to call center functionality, provide summary reports and enter responses into complaint tracking system.
• Address staff performance issues through reporting and discussion with the Call Center Manager through coaching and demonstration of best practice procedures.
• Upon request, perform live and recorded observations of employee interactions with customers.
• Report to Call Center Manager any interdepartmental issues involving the call center.
• Develop and provide ongoing data reports, metrics, quality results, establish goals/targets for individual employees and departmental functions.
• Monitor and report key performance indicators upon request.
• Maintain effective understanding of service area(s) and services provided.
• Provide coaching and assistance to Travel Navigators as they complete their assigned duties.
• Work closely with Travel Navigation Coordinator and Call Center Manager for successful and timely completion of all Call Center functions.

QUALIFICATIONS / REQUIREMENTS:

• High school diploma or equivalent, such as GED, required.
• 5+ years Leadership / Supervisor experience in a customer service or call center environment.
• Excellent interpersonal skills and ability to work with and manage a variety of people.
• Understand the full suite of Marin Access programs.
• Understand requirements of the ADA.
• Excellent communication skills both written and verbal.
• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
• Ability to maintain a high level of confidentiality.
• Travel requirement (as a percent): <5% travel between properties and for meetings and outside training.
• Must submit to and pass a drug test and background check; and is subject to DOT substance testing programs.

Job Type: Full-time

Pay: $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• San Rafael, CA 94901: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: In person