Supervisor Sales & Customer Service - 90072742 - Philadelphia

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

 

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

 

SUMMARY OF DUTIES: 

Call center supervisors are supportive leaders who coach and motivate call center agents as they handle interactions from customers. (Voice, Chat, SMS, E-mail, Social Media) The call center supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared to assist our customers with their travel needs.  They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet performance targets, answer their questions, and provide them with ongoing coaching opportunities and feedback.  Applicants should be analytical, supportive, and prepared to act as a resource to agents and focused on helping the team build the necessary skills and knowledge to provide an outstanding customer experience with every interaction. 

 

 

ESSENTIAL FUNCTIONS: 

• Incorporate a collaborative style that motivates team members to drive them to achieve the department goals of AHT, productivity, Quality and Revenue.  
• Hire, train, prepare and motivate agents to provide excellent service to customers.  
• Enforce performance objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable and efficient support for customers.   
• Manage other contact center goals such as schedule adherence, attendance, and absenteeism.   
• Responsible for the development, implementation, and administration of all programs established to accomplish the goals of the Contact Center.   
• Acceleration of sales revenue generation and quality customer service through training, communication, administration, and planning.   
• Responsible for enforcing policy and procedures for the disciplinary process and ensures a safe working environment.   
• Analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. 
• Take on other tasks or projects to support employees, managers, and the call center operation. 
• Ensure quality assurance through agent monitoring, evaluation, coaching, counseling, training, and development as appropriate. 
• Hold regular team meetings top provide open communications and keep agents updated on current programs, promotions, policies, safety briefings, etc.  
• Assure equitable and uniform application of Amtrak policies, procedures, and agreements both internally with employees and externally with customers.

 

 

MINIMUM QUALIFICATIONS: 

• High School Diploma OR equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• Experience with people management and proven leadership over an operations team. 
• Transportation or travel industry experience preferred 
• Working knowledge and understanding of TCU labor agreement and Contact Center Special Instructions or experience working in a union environment or heavily regulated environment. 
• Ensuring full agent compliance regarding Contact Center Special Instructions such as dress code, food policy, cell phone usage, etc. and applying discipline when there are agent violations.  
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills. 
• Working knowledge/understanding of contact center operational metrics and calculations. (Voice, Chat, SMS, and Email) 
• Program/project management, strategic planning, customer interaction management. 
• Focused on customer value and improvement of overall customer experience. (FCR, VOC/NPS, C-SAT, internal quality processes) 
• Leadership skills in a multicultural environment with cultural sens