Experience Inc. Jobs

OMJ|CC is sourcing a Customer Service Supervisor for a senior transportation company in Cleveland. Responsibilities: Supervises and coordinates activities of call center and assigned administrative staff. Takes over calls when staff need assistance and troubleshoots matters as they arise. Serves as single point-of contact for group and special trip arrangements. Ensures standards, policies and initiatives are met. Ensures department staff receives appropriate orientation and training to deliver accurate and high-quality service. Monitors staff performance using both technical and managerial tools. Appropriately addresses areas of concern. Focuses on professional development to create pipeline of fully trained and motivated team members. Tracks call volume, trips, cancellations, complaints, revenue and other trends for analysis, then recommends action steps and course corrections as appropriate. Evaluates client and community needs on an ongoing basis and recommends updates to standards, policies and practices as appropriate. Ensures monthly billing and routine banking are performed accurately and on time. Produces assigned routine and ad hoc reports accurately and in a timely fashion. Participates in annual budgeting process. Ensures departmental budget is maintained appropriately. Anticipates and reports variances quickly, and provides suggested course corrections. Establishes and maintains effective working relationships with community partners, suppliers and government agencies. Serves as organizational point-of-contact as assigned. Serves as liaison to Board of Directors and committees as assigned. Actively participates in assigned board and committee meetings. Keeps Executive Director updated on departmental activities to ensure s/he is prepared for board communications. Performs all other duties as assigned. Minimum Qualifications: High school diploma or equivalent required. College degree highly desirable. Major in transportation management or logistics, or business management strongly preferred. Minimum three (3) years' experience supervising staff delivering telephone and/or in-person customer service required. Experience supervising call center operations highly desirable. Budgetary and reporting responsibilities a plus. Must demonstrate effective organizational and analytical skills, with ability to prioritize quickly and with agility. Must demonstrate effective relationship-building skills. Experience developing and delivering training programs a plus. Must demonstrate basic proficiency with Microsoft Office Suite applications, and demonstrate ability to learn transit-related software applications. All final candidates will be subject to a criminal background check and drug/alcohol screening prior to hire. Top Five Competencies: Business acumen Communication Managing and measuring work Process management Relationship building Physical Requirements: Prolonged periods of sitting while driving and at a desk or table. Frequent use of a computer, keyboard and telephone. Benefits: Full complement of benefits, including easy and free parking. Interested candidates should apply at the following URL: Recruitment (adp.com){rel="nofollow"}