1 Assistant Operations Supervisor, Access Link Job in Newark, NJ

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Assistant Operations Supervisor, Access Link

NJ TRANSIT

Newark, NJ | Full Time

$66k-85k (estimate)

9 Months Ago

Assistant Operations Supervisor, Access Link

NJ TRANSIT Newark, NJ

$66k-85k (estimate)

Full Time 9 Months Ago

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NJ TRANSIT is Hiring an Assistant Operations Supervisor, Access Link Near Newark, NJ

Forbes List of America s Best Employers 2022

Move forward with us! At NJ TRANSIT, you'll be joining us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets our customers to their destinations on time—and we’re looking to hire talented folks with a love of learning to make it all possible.

Responsible for the establishment and achievement of customer-oriented goals and improved service delivery. Monitors key performance indicators regarding service delivery, customer satisfaction and the call center.

Roles and Responsibilities:

Assists with supervising the daily operations of the Access Link Operations Call Center, including interviewing, recommending for hire and fire, training, supervision, monitoring and administrative needs of the Operations Center personnel (Service Monitors, and Lead Reservationists, Reservationists, etc.).
Assists with implementation of supervisory standards and procedures in key operational areas, including reservations, service monitoring and follow-up. Supervises assigned staff in monitoring reservations, service delivery, call activity, complaint investigation and problem resolution.
Provides 24-hour, 7-day on-call availability to respond to service emergencies, including vehicle accidents, customer incidents/injuries and service disruptions. Ensures proper follow-up and documentation occurs.
Provides operational oversight & guidance regarding policies and handling of customer interactions with an emphasis on quality customer service to Service Providers relating to all aspects of service delivery.
Participates in the development of employee performance standards; trains and monitors assigned staff on these standards while providing clear direction and performing continual evaluations and one to one coaching/discipline of assigned staff.
Troubleshoots, analyzes, resolves and documents in Trapeze PASS, customer incidents/complaints relating to Access Link service on the street in real time.
Creates, prepares and analyzes system data and reports relating to various aspects of Access Link service for quantity and quality. Monitors agents and team call handling for quality and efficiency by real-time monitoring and by interpreting Automatic Call Distributor (ACD) report data and NICE recordings.
Responsible for developing efficient staff work schedules and for developing and enforcing agent performance benchmarks. Makes recommendations to improve agent and team call handling.
Monitors the performance and data integrity of the Access Link computer, ACD and digital recording systems, etc. Troubleshoots and reports system failures and discrepancies in a timely manner to ensure optimum system performance.
Analyzes and communicates daily status of Operations Center activity to Supervisors and other staff in a timely manner. Ensures staff work shifts are adequately covered and obtains back-up personnel when appropriate.
Prepares written responses to customers, service providers, internal and external inquiries/concerns in a clear, concise, substantive, timely and grammatically correct fashion.
Must be able to make independent customer-oriented decisions regarding real time service delivery and address service provider issues with consistent verbal and written follow-up, when necessary.
Acts in the role of Supervisor of Operations in their absence.
Performs other tasks as required by ADA Services. Works alternative and rotating work shifts as needed.

This Position Supervises:

Lead Service Monitors
Lead Reservationists
Service Monitors
Reservations

Education, Experience and Qualifications:

Associates Degree in Communications, Public or Business Administration or related area from a US Department of Education accredited college of university.
One year of closely related work experience can be substituted for each year of education required.
Four (4) years of experience in 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.
Knowledge of NJ TRANSIT FTA, DOT and ADA regulations & guidelines
Knowledge and Skills:
Knowledge of NJ TRANSIT FTA, DOT and ADA regulations & guidelines
Strong interpersonal skills including training/coaching:
Dispatching
Incident and Accident Reporting

At NJ Transit you will enjoy a competitive salary and excellent benefit package: