Operations & Training Supervisor, ACCESS LINK

Roles & Responsibilities

• Supervises Access Link Call Center operations to ensure compliance with all applicable policies, procedures and standards regarding ADA trip reservations and service monitoring.
• Provides reports as required.
• Interviews and recommends personnel for hire and fire.
• Develops and presents training programs in key operational areas including reservations, service monitoring and customer service and follow-up.
• Trains, qualifies, instructs and reinstructs personnel in the operation of Trapeze modules to ensure optimal system utilization and efficiency.
• Identifies, analyzes and provides feedback as to specific training needs for operating personnel.
• Conducts ongoing surveys and skill assessments regarding knowledge and/or deficiencies to determine agent proficiency levels and training needs.
• Performs routine and random audits of agent performance data utilizing historical Trapeze computer system trip data, ACD past recordings, ACD performance reports, personal observation and live/remote monitoring.
• Initiates, develops, modifies and implements employee performance standards/benchmarks.
• Provides guidance, performance assessment and oversight of adjunct training performed by Lead agents in call center.
• Troubleshoots, analyzes, resolves and documents passenger complaints relating to accessible services along with preparing written responses in a clear, concise and timely fashion.
• Provides follow-up to both internal and external inquiries and concerns.
• Provides operational oversight and quality customer service to contracted Service Providers relating to service delivery.
• Makes independent customer-oriented decisions regarding real-time service delivery, and addresses Service Provider issues with consistent verbal and written follow-up, when necessary.
• Analyzes and communicates daily status of Operations Center activity to management and staff as needed.
• Performs all general Assistant Operations Supervisor duties, and works alternative and rotating work shifts as needed.
• Participates in public outreach and in-person customer assistance at NJ TRANSIT specified locations.
• Performs other duties as required by ADA Services.

Education, Experience And Qualifications

• Associates Degree in Communications or related area or equivalent
• Three (3) years of experience in a computerized call and/or dispatch center utilizing an ACD telephone system.
• Previous experience in supervision, training and quality assurance required.
• Demonstrated proficiency and training experience in Trapeze PASS and associated modules required.
• Strong interpersonal, coaching/disciplining and telephone etiquette skills required;
• Multitasking, excellent written and verbal communication skills required.
• Strong skills in Excel, MS Word, client file data management and Windows required.
• Knowledge of public transportation systems, paratransit and the ADA desired.
• Proficiency speaking other languages desired.
• Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager and travel to any location within the State of NJ, including those not accessible via public transport.

Benefits

Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
Flexible Spending Account
Life Insurance
Paid Leave
Tuition Assistance
Pre-Tax Commuter Benefits Plan
Retirement Plans
401(a) - Retirement plan with a 6% employer contribution
401(k) - Retirement saving plan with up to an 3% company match
457(b) - Deferred Savings Plan

About the role

NJ TRANSIT is an Equal Opportunity Employer. Learn more about NJ TRANSIT!