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 sensitivity. 
• Proficiency with technology, especially software applications such as MS Office, RailRes/ARROW, eWFM, Avaya CMS or similar systems used to manage a call center. 

PREFERRED QUALIFICATIONS: 

• 3-6 years of relevant experience preferred

COMMUNICATIONS AND INTERPERSONAL SKILLS: 

• Must have excellent oral and written communication skills.

The salary/hourly range is $78,600-$101,844. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:163319
Posting Location(s):Pennsylvania

Work Arrangement:06-Onsite 
Job Family/Function:Customer Service 
Relocation Offered:No 
Travel Requirements:Up to 25% 

You power our progress through your performance.
 

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.