Reservations Supervisor

Call Center / Dispatch / Reservationist / Scheduler Medford, MA


Description

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 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  
 
Reservations Supervisor  

The Reservations Supervisor is an administrative role within the TRAC team, providing support to the management to ensure efficiency in reservations operations. This position is responsible for assisting in meeting performance goals, department scheduling and working with the Lead Reservationists who focus on operations and immediate customer-facing issues. The Reservations Supervisor is instrumental in maintaining high standards of service in line with MBTA standards and ADA regulations. 

Transdev is proud to offer:  
  • $27.00-29.00/hour
  • Attractive benefits package, including 401(k) with company contribution, medical, dental and vision. 
  • Paid time off & vacation.

Responsibilities 

  • Administrative Support: Assist the Reservations Manager in administrative tasks, ensuring that attendance and performance goals are met and scheduling requirements are efficiently managed.
  • Perform Dispatch Monitoring: Monitor the performance of reservationists, working closely with the Lead Reservationists to identify and address any performance issues, ensuring compliance with MBTA policies and procedures.
  • Staff Development and Promotion: Contribute to the training, coaching, and supervision of reservationists, fostering a positive working environment and ensuring that best practices in customer service and leadership are upheld. Implement corrective actions to address performance issues and ensure adherence to standards. Play a vital role in the promotion process, providing recommendations to senior management.
  • Communication and Conflict Resolution: Maintain regular communication with the Reservations Manager and Lead Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues. Act as a mediator in minor employee disagreements, using active listening skills to understand and resolve conflict.
  • Scheduling Oversight: Assist in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining a commitment to high-quality service.
  • Quality Assurance: Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
  • Backup Support: Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
  • Continuous Improvement: Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
  • Meeting Participation: Attend periodic meetings with stakeholders, representing the reservations team and potentially taking the lead on meetings in the absence of the Reservations Manager.
  • Issue Escalation and Reporting: Proactively identify and escalate issues outside normal operating parameters to the Reservations Manager or appropriate parties, ensuring timely resolution and minimizing impact on service quality. Report any violations of company policies to HR for investigation.
  • Cross-departmental support: Assist other departments within TRAC as needed, demonstrating flexibility and a collaborative spirit to ensure overall organizational success.

Qualifications:

  • A high school diploma or equivalent, such as GED, required.
  • Experience, Skills, and Knowledge Preferred
  • Minimum of 2 years of experience in a call center, with a preference for experience in an administrative or supervisory role.
  • Strong administrative, organizational, conflict resolution, and communication skills.
  • Ability to work closely with and support the Lead Reservationists in day-to-day operations.
  • Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
  • Knowledge of the RIDE service area, traffic patterns, and paratransit operations is a plus.
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 
 
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