Operations & Training Supervisor, ACCESS LINK

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

We are currently looking for a Operations & Training Supervisor, ACCESS LINK to join our team!!

Roles & Responsibilities

• Supervises Access Link Call Center operations to ensure compliance with all applicable policies, procedures and standards regarding ADA trip reservations and service monitoring. Provides reports as required. Interviews and recommends personnel for hire and fire.
• Develops and presents training programs in key operational areas including reservations, service monitoring and customer service and follow-up. Trains, qualifies, instructs and reinstructs personnel in the operation of Trapeze modules to ensure optimal system utilization and efficiency.
• Identifies, analyzes and provides feedback as to specific training needs for operating personnel. Conducts ongoing surveys and skill assessments regarding knowledge and/or deficiencies to determine agent proficiency levels and training needs.
• Performs routine and random audits of agent performance data utilizing historical Trapeze computer system trip data, ACD past recordings, ACD performance reports, personal observation and live/remote monitoring.
• Initiates, develops, modifies and implements employee performance standards/benchmarks. Provides guidance, performance assessment and oversight of adjunct training performed by Lead agents in call center.
• Troubleshoots, analyzes, resolves and documents passenger complaints relating to accessible services along with preparing written responses in a clear, concise and timely fashion. Provides follow-up to both internal and external inquiries and concerns.
• Provides operational oversight and quality customer service to contracted Service Providers relating to service delivery.
• Makes independent customer-oriented decisions regarding real-time service delivery, and addresses Service Provider issues with consistent verbal and written follow-up, when necessary.
• Analyzes and communicates daily status of Operations Center activity to management and staff as needed.
• Performs all general Assistant Operations Supervisor duties, and works alternative and rotating work shifts as needed.
• Participates in public outreach and in-person customer assistance at NJ TRANSIT specified locations.
• Performs other duties as required by ADA Services.
  
  

Education, Experience And Qualifications

• Associates Degree in Communications or related area or equivalent
  
  

Knowledge And Skills

• Three (3) years of experience in a 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.
• Strong interpersonal, coaching/disciplining and telephone etiquette skills required;
• Multitasking, excellent written and verbal communication skills required.
• Strong skills in Excel, MS Word, client file data management and Windows required.
• Knowledge of public transportation systems, paratransit and the ADA desired.
• Proficiency speaking other languages desired.
• Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager and travel to any location within the State of NJ, including those not accessible via public transport.
  
  

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

• Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
• Flexible Spending Account
• Life Insurance
• Paid Leave
• Tuition Assistance
• Pre-Tax Commuter Benefits Plan
• Retirement Plans
• 401(a) - Retirement plan with a 6% employer contribution
• 401(k) - Retirement saving plan with up to an 3% company match
• 457(b) - Deferred Savings Plan
  

NJ TRANSIT is an Equal Opportunity Employer.

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