TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time CSC Operations Supervisor to join our team in Harrisburg, Pennsylvania.

Job Summary: The Customer Service Center Operations Supervisor oversees and motivates Customer Service Representatives as they answer questions, handle complaints, and ensure excellent service is provided to E-ZPass customers. The CSC Operations Supervisor is responsible for coaching, monitoring, and evaluating staff as well as coordinating cross-training opportunities. This position is also responsible for helping junior level Supervisors and assisting with special projects assigned by the Operations Manager.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Supervise Customer Service Representatives.
• Train, coach, monitor, evaluate, and counsel staff.
• Address staff’s questions regarding policies and procedures to resolve customers’ concerns.
• Review, correct, and approve staff’s weekly time cards.
• Coordinate cross-training for staff.
• Maintain staffing schedules.
• Assign work and transponders as needed.
• Complete the end of the day's cash out procedures.
• Respond to all staff performance inquiries with employment services promptly.
• Perform monthly call monitoring for all assigned staff to ensure premium customer service levels.
• Participate in regular meetings for onsite and work from home staff members.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reporting to management upon request.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Ensure service requirements are met.
• Coaches and assists junior level Supervisors as needed to maximize performance.
• Assists with monthly transponder inventory reconciliation.
• Responsible for recommending process improvements.
• Handle more complex escalated customer calls that could involve reviewing transactions, checking account history, updating accounts, and account adjustments.
• Respond to customers in a timely manner.
• Assist with workloads from other areas whenever possible.
• Assist with incoming mail and faxes when needed.
• Works on additional projects assigned to them by CSC Manager.
• Assist management with any additional needs.

General Job Requirements: 

• This is a full-time position: Monday through Friday.
• Regular and predictable attendance is an essential function of this job.
• Ability to adhere to all company policies and procedures.

Required Skills and Experience:

• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
• Ability to plan, multi-task, and manage time effectively.
• Strong record-keeping ability.
• Ability to analyze and interpret information to make independent decisions.
• Proficiency in using Microsoft Office products in a networked environment.
• Prior coaching, and supervisory experience is preferred.
• Ability to work well with other teams and remain flexible with job duties.

Desired Skills:

• Ability to manage multiple priorities, and easily adapt to change.
• Look for ways to improve effectiveness by implementing new ideas and more efficient approaches.
• Work on projects as an individual or part of a team.
• Ability to work independently with minimal supervision.

Education:

• Associate’s degree or equivalent work experience