Reservations Supervisor

Reservations Supervisor

Transdev is looking for a Reservations Manager to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.

• Competitive compensation package of minimum $23.00
  – maximum $25.25

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

• Administrative Support:
  Assist the Reservations Manager in administrative tasks, ensuring that attendance and performance goals are met, and scheduling requirements are efficiently managed.
• Monitoring:
  Monitor the performance of reservationists, working closely with the Lead Reservationists to identify and address any performance issues, ensuring compliance with policies and procedures.
• Staff Development and Promotion:
  Contribute to the training, coaching, and supervision of reservationists, fostering a positive working environment and ensuring that best practices in customer service and leadership are upheld. Implement corrective actions to address performance issues and ensure adherence to standards. Play a vital role in the promotion process, providing recommendations to senior management.
• Communication and Conflict Resolution:
  Maintain regular communication with the Reservations Manager and Lead Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues. Act as a mediator in minor employee disagreements, using active listening skills to understand and resolve conflict.
• Scheduling Oversight:
  Assist in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining a commitment to high-quality service.
• Quality Assurance:
  Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
• Backup Support:
  Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
• Continuous Improvement:
  Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
• Meeting Participation:
  Attend periodic meetings with stakeholders, representing the reservations team and potentially taking the lead on meetings in the absence of the Reservations Manager.
• Issue Escalation and Reporting:
  Proactively identify and escalate issues outside normal operating parameters to the Reservations Manager or appropriate parties, ensuring timely resolution and minimizing impact on service quality. Report any violations of company policies to HR for investigation.
• Cross-departmental support:
  Assist other departments as needed, demonstrating flexibility and a collaborative spirit to ensure overall organizational success.

• A high school diploma or equivalent, such as GED, required.
• Experience, Skills, and Knowledge Preferred
• Minimum of 2 years of customer service and call center experience, with a preference for experience in an administrative or supervisory role.
• Strong administrative, organizational, conflict resolution, and communication skills.
• Ability to work closely with and support the Lead Reservationists in day-to-day operations.
• Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
• Knowledge of Trapeze preferred.

• Work is accomplished indoors in air conditioned or well-ventilated facilities
• Sit, type, and look at a computer for extended periods (up to 6–9 hours per day)
• Must be able to communicate effectively in person, by phone, and in written correspondence
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer
• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift…