Associate Supervisor

Intellitrans Auburn , MA 01501

Posted 1 week ago

TransCore, (TRN) a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Call Center Supervisor to join our team in East Boston, MA.

Essential Duties and Responsibilities:

  • Act as a role model for staff.

  • Open and close the E-ZPass office as needed, ensuring adequate staff coverage.

  • Maintain exceptional level of customer service and handle escalated patron issues.

  • Contribute to the training of satellite office staff to ensure they understand and follow procedures.

  • Complete reports and order supplies.

  • Fulfill regular duties of a Customer Service Representative.

  • Offer regular feedback to staff on their work performance.

  • Assist in helping walk-in patrons with updating account information, processing applications, re-certifying accounts, and payments processing.

  • Responsible for safe-guarding MassDOT assets, cashing out, preparing and verifying deposits, and tidying office at end of shift.

  • Be available to work weekends

  • Assist with the write up of yearly staff reviews.

  • Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department,

  • Inform Customer Care Supervisor when issues arise that impact metrics.

  • Other duties as assigned.

Required Skills & Experience:

  • Minimum of 2-3 years previous supervisory experience.

  • Excellent attendance record, customer service skills, interpersonal skills, and people skills.

  • Able to exercise good judgment in making quick and efficient decisions.

  • Adapt quickly, efficiently, and positively to various projects assigned.

  • Able to redirect staff as needed.

  • Must be able to multi-task and be accurate.

  • Must be enthusiastic, flexible, team player, and dependable.

Special Qualifications:

Full time - Monday Friday alternating shifts of 6:45 a.m. 3:15 p.m. and 11:15 a.m. 7:45 p.m.; and alternating Saturdays 8:45 a.m. 1:45 p.m.


High School Diploma or Equivalent; Associates Degree Preferred

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Associate Supervisor