Position: Team Lead,Customer Service Department

Salary:$21.00 per hour, DOQ

Classification: Full-Time, Regular, Non-exempt

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

Transdev is the contractor that oversees the East Bay Paratransit program (rides for people with disabilities). Our web site is www.eastbayparatransit.org and we’re located in downtown Oakland above the 19th St. BART station. In addition to competitive salary and a convenient location, Transdev offers an attractive benefits package, including health, dental, vision care, life insurance and a 401k plan.

This position offers an attractive benefits package, including 401(k) with company contribution, medical, dental and vision, paid time off & vacation.

THE POSITION

Under the direction of the Quality Assurance Manager, the Customer Service Team Lead would be responsible for aiding customer service representatives, training new hires, identifying training opportunities, providing suggestions for improvements, and resolving escalated situations. Chiefly, this position is responsible for supporting the entire customer service department and assisting to ensure the department is meeting all desired service levels.

EXAMPLES OF DUTIES

Duties include, but are not limited to the following:

• Help the call center maintain a call center abandon rate of 5% or less

• Main Point-of-Contact in absence of supervisor or manager

• Effective management of escalated issues/complaints

• Meet or exceed individual call targets each quarter

• Ensure schedule adherence in absence of supervisors

• Follow company policies and procedures in a consistent manner

• Maintain acceptable attendance & punctuality records

• Special projects as assigned by manager

• Other duties as assigned

WORK SCHEDULE

This position must be available to work a set schedule, generally Sunday through Thursday, 8:00-5:00PM. Will work full time and must be available to work an eight-hour shift five days per week and be available to report to duty as needed, 365 days per year including holidays. Occasional overtime may be required.

MINIMUM QUALIFICATIONS

Possess a high school diploma or equivalent. Experience with managing or supervising call center staff. Experience working with elderly/disabled preferred. Possess the ability to work with customers and co-workers with diverse ethnic backgrounds and disabilities. Experience using a personal computer is a must. Have proficient English skills both verbally and in written form. Must be organized and focused.

ENVIRONMENT

Majority of the work is performed on-site in a professional office setting that is well lighted, climate controlled, dust and smoke free. Some off-site work setting may be necessary dependent on need. Building and work areas are fully ADA accessible. This is an environmentally friendly office. The use of scented products or other fragrances, natural or synthetic, is not permitted.

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 accommodation 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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; able to pass a drug screen.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Req ID: 3085

Pay Group: YR8

Cost Center: 5840

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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.