Lead Reservationist - Medford, MA - Now Hiring

Responsibilities: 

• Assuring quality of operations including monitoring and observing customer phone calls and coaching to resolve customer service issues and compliance with the MBTA policies and procedures 

• Resolving routine reservations staffing issues, including covering breaks, staff tardiness or absence, and reassigning staff or modifying the routing of calls as needed to maintain performance 
• Coaching reservationists to resolve performance issues and maintain compliance with Transdev and MBTA policies and procedures 
• Resolving any immediate customer related issues, especially escalated problems 
• Meeting with the Reservations Manager on a regular basis  
• Performing the duties of Reservationists when needed and possible without compromising primary Lead Reservationist duties
• Other duties as required. 

Qualifications: 

Education, Licensing, and Certifications: 

• High school diploma or equivalent, such as GED, required 

Experience Preferred:  

• 3 years of call center experience, preferably in the transportation industry 

Skills and Knowledge Required:  

• Ability to supervise others 
• Excellent communication skills in person and over the telephone  
• Ability to maintain amiable relations with customers and other outside contacts 

• Strong computer skills and the ability to learn new software 
• Ability work flexible hours 

Travel requirement (as a percent): <5% for occasional meetings 

Pre-Employment Requirements: 

• Must submit to drug testing and a background check 

Physical Requirements: 

• Must be able to work shifts or flexible work schedules as needed. 
• 100% of work is accomplished indoors and in air conditioned or well-ventilated facilities 
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer. 

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.