Assistant CSC Operations Manager at TransCore LP in Harrisburg, Pennsylvania

Job Description:

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Assistant CSC Operations Manager to join our team in Harrisburg, Pennsylvania.

Job Summary: The CSC Assistant Operations Manager position is responsible for supervising staff who handle the front counter, commercial accounts, toll dispute forms, and retail program. This position is also responsible for coaching, monitoring, and evaluating staff as well as coordinating cross-training opportunities. The Assistant Operations Manager will manage the PTC Non-Rev, GOV, and Hybrid account programs, and will serve as a backup for the Operations Manager and other supervisors within the department as needed.

Essential Duties and Responsibilities include but are not limited to the following:

• Supervise, train, coach, monitor, evaluate, and counsel staff.
• Address staff's questions regarding policies and procedures to resolve customers' concerns.
• Review, correct, and approve staff's weekly time cards.
• Coordinate cross-training for staff.
• Maintain call center staffing schedules.
• Assign work and transponders as needed.
• Complete the end of the day's cash out procedures.
• Respond promptly to all staff performance inquiries with employment services.
• Perform monthly call monitoring for all assigned staff to ensure premium customer service levels.
• Participate in regular meetings for onsite and work from home staff members.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reports needed by management or the PTC.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Collect and review staff productivity.
• Create and maintain PTC Non-Rev, GOV, and Hybrid accounts.
• Assist with monthly transponder inventory reconciliation.
• Coach supervisors as needed to maximize performance.
• Ensure service requirements are met.
• Point of contact for call escalations that reach beyond a supervisor level which could involve reviewing transactions and account history, updating account information, researching disputed toll charges and conducting adjustments.
• Respond to customers in a timely manner.
• Act as a backup for the Operations Manager, the Retail Supervisor, and Call Center Supervisors.
• Respond to all e-mails forwarded from the PTC/CAC within the established timeframe.
• Maintain template responses to use for web communications.
• Respond to the PTC requests and special projects with efficiency and timeliness.
• Assist management with any additional needs.

• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
• Ability to plan, multi-task, and manage time effectively.
• Strong record-keeping ability.
• Strong listening skills.
• Ability to analyze and interpret information to make independent decisions.
• Proficiency in using Microsoft Office products in a networked environment.
• Prior coaching, and supervisory experience is preferred.

• Ability to manage multiple priorities, and easily adapt to change.
• Look for ways to improve effectiveness by implementing new ideas and more efficient approaches.
• Work on projects as an individual or part of a team.

• Associate's degree or equivalent combination of education and experience preferred.
• Minimum of High School Diploma required.

• This is a full-time position: Monday through Friday.
• Regular and predictable attendance is an essential function of this job.
• Ability to adhere to all company policies and procedures.