Have you considered being a Remote Call Center Supervisor? Now is your chance!

The Remote Call Center Supervisor provides leadership, guidance and ensures delivery of exceptional customer service and achievement of individual and team performance standards (KPIs).

That is why our employees call this the “love-what-you-do” line of work!

First Transit is proud to offer:

• $19.50/ HR
• Tremendous career advancement opportunities due to a strong presence across North America.
• A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and 401(k) savings plan.
• A great work environment.

Our Remote Call Center Supervisors are responsible for:

• Provides leadership and guidance and ensures delivery of exceptional customer service and achievement of individual and team performance standards (KPIs).
• Sets priorities and multi-tasks to meet all performance goals.
• Drives performance by managing key metrics to meet individual and departmental goals.
• Improves team performance by demonstrating ownership of team results.
• Engage with and motivates staff.
• Identifies performance deficiencies, coaches direct reports and consistently provides targeted and effective feedback.
• Monitors queues and routes calls to minimize abandonment rates. Adjusts staffing to compensate for peak call volume, holidays, and staff shortages.
• Monitors schedule adherence.
• Maintains professionalism and operates in accordance with business standards and code of conduct.
• Handles escalated calls and customer issues.
• Demonstrates ability to prioritize and manage time to meet various deadlines.
• Provides accurate and timely reports and communication to management.
• Conducts team meetings.
• Regularly communicates with team to disseminate information regarding updates, policy and procedure.
• Proactively notifies management of issues and concerns.
• Observant of the floor and addresses noise level, ensuring reps are compliant with policy, and assisting when necessary.
• Ability to effectively perform all major responsibilities in a virtual environment to meet changing business needs.
• Performs other duties as assigned.

To qualify as a Remote Call Center Supervisor, you’ll need:

• High-speed internet access required. Bandwidth must be able to support all responsibilities of this role including taking a high volume of calls.
  • Minimum download speed 20 mbps, preferred download speed 25 mbps
  • Minimum upload speed 5 mbps, preferred upload speed 10 mbps
• Interruptions in an employee’s home internet connection (relating to their own equipment) totaling one hour or more per day and resulting in the inability to receive calls or complete work assignments will result in the following:
  • Work directly with a lead or supervisor to troubleshoot the issue
  • Conduct and communicate the results of internet speed tests to verify download and upload speeds
  • Report all interruptions of internet connectivity via email to the call center management team; leads, supervisors and manager
  • If an internet disruption related to the employee’s equipment lasts a total of one hour or more per day the employee will use vacation or floating holiday time for pay (minimum of four 4) hour increment per Payroll guidelines)
• Must have a quite workspace conducive to focusing, providing professional and excellent customer service, taking calls and completing tasks without interruptions
• Comfortable using e-mail and chat for real time communication.
• Self-motivated and comfortable working from home, using a computer.
• Candidates must provide and meet all technical requirements prior to the first day of training
• Must be able to commute to the office as needed
• Minimum 3 years of proven leadership and supervisory experience in a Contact Center required
• Critical thinking and problem resolution skills
• Strong oral and written communication skills
• Results-oriented approach to productivity
• Excellent organizational and leadership skills
• ACD phone system experience preferred
• Proficient computer skills utilizing a variety of software
• Submit resume with application.

First for a Reason

Benefits

We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.

Diversity & Inclusion

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.

Professional Advancement

Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Transit.

Extensive Training

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.

Community Service & Impact

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Transit and First Vehicle Services in your community, you’ll have a positive impact on others.

First Transit carries approximately 350 million passengers a year. As a call center supervisor, you will play an integral role in our mission to provide solutions for an increasingly congested world by keeping people moving and communities prospering. APPLY TODAY!

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.