Call Center Lead

About the role

The Call Center Lead performs oversight of Reservations agents, supports Travel Navigation, and performs the duties of each position as needed. The Lead works independently to provide data, statistics, and reports to the Manager and performs research of systems' data and information as requested.

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.
• Aid other Call Center representatives who provide information, resources, and a high level of customer service to passengers and potential passengers.
• Support 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 of customer or client complaints related to call center functionality, provide summary reports, and enter responses into complaint tracking system.
• Address staff performance issues through coaching and demonstration of best practice in consultation with the Call Center Manager.
• 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, departmental functions, and key performance indicators.
• Maintain effective understanding of service area(s) and services provided.
• Work closely with the Call Center Manager for successful and timely completion of all Call Center functions.
• Perform other duties as delegated by the Call Center Manager.

Qualifications / Requirements

• High school diploma or equivalent, such as GED, required.
• Leadership 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 related to the provision of public transit.
• Excellent communication skills both written and verbal.
• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
• Maintain a high level of confidentiality.
• Travel requirement (as a percent):
• Must submit to and pass a drug test and background check.

Physical Requirements

• The essential functions of this position require the ability to: 100% of work is accomplished indoors and in air-conditioned 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.
• Could perform physical activities such as movement / flexibility with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials.

Pay

This position offers a competitive compensation package of minimum $25.00/hr.– maximum $27.00/hr. Benefits include:

• Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.
• Sick days: 5 days annually.
• Holidays: 12 days; 9 standard and 3 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits

• Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.
• Sick days: 5 days annually.
• Holidays: 12 days; 9 standard and 3 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Skills

• Exemplary adherence to internal policies and procedures.
• Customer service and call center experience.
• Interpersonal and communication skills.
• Microsoft applications proficiency.
• Confidentiality and compliance knowledge.

Benefits

• Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.
• Sick days: 5 days annually.
• Holidays: 12 days; 9 standard and 3 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Schedule

The position requires a flexible work schedule to ensure coverage during all hours of the call center operations.

Pay

This position offers a competitive compensation package of minimum $25.00/hr.– maximum $27.00/hr. Benefits include:

• Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.
• Sick days: 5 days annually.
• Holidays: 12 days; 9 standard and 3 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.