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.
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