Customer Service Quality Manager
TransCore, a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Customer Service Quality Manager to join our team in Dover, Delaware.
Job
Summary: The Customer Service Quality Manager supports the service center management on a daily basis by compiling and analyzing operational data for a high-volume call center environment, with a eye for adherence to performance metrics and continual improvement. Evening and weekend hours may be necessary in support of operational demands.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Compile statistical data and create reports, spreadsheets, charts, graphs that is required by our customer, including all monthly performance reports.
Forecasts, analyzes, and interprets operational and financial data.
Evaluates processes and offers suggestions to optimize processes.
Participate in various interdepartmental meetings, as well as external meetings with customer.
Supports internal and external audits, planning and control processes and procedures
Subject Matter Expert in operations policy, procedures, and business rules
Maintains master operations manuals, training manuals, and business rule documents
Contributes to professional business writing assignments for TransCore and DelDOT documents.
Direct and manage sub-contractor activities for License Plate lookups services
Direct and manage sub-contractor activities for violation Collections services including requests for Settlements, dispute customer escalations, and monthly reports quality check
Direct and oversee activities for Bankruptcy status for DE E-ZPass Violations
Prepare project statistical data for Service Center Manager
Required Skills &
Experience:
Proficient in the use of Microsoft Word and Excel, particularly analytical formulas
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to effectively communicate, present information and respond to questions from groups of managers, clients, customers, and the general public
Education:
Minimum Bachelors degree in Business Administration or equivalent experience
About TransCore:
A leader in the transportation industry since 1934, TransCore provides innovative, technical solutions including next generation Open Road Tolling, Intelligent Transportation Systems and Radio Frequency Identification systems that secure access and vehicle registration for airports, hospitals, parking garages, border patrols, trucking fleets and rail carriers. TransCore also operates tolling customer service centers for transportation agencies throughout the U.S., Puerto Rico, Canada, and Dubai. TransCore is a wholly-owned subsidiary of Roper Technologies Inc., a diversified growth company in the S&P 500, Fortune 1000 and Russell 1000 indices.
TransCore offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. Participation is limited to regular full-time employees.
TransCore provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA M/F/Vet/Disability
To learn more about TransCore please visit us at www.transcore.com.
Sponsorship and relocation assistance are not offered at this time for this position.
All referrals and r sum s are managed exclusively through the Human Resources Department. TransCore will not consider unsolicited r sum s from vendors including search firms, fee-based referral services and/or recruitment agencies.
Are you a returning applicant?Previous Applicants:Email:Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Job
Summary: The Customer Service Quality Manager supports the service center management on a daily basis by compiling and analyzing operational data for a high-volume call center environment, with a eye for adherence to performance metrics and continual improvement. Evening and weekend hours may be necessary in support of operational demands.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Compile statistical data and create reports, spreadsheets, charts, graphs that is required by our customer, including all monthly performance reports.
Forecasts, analyzes, and interprets operational and financial data.
Evaluates processes and offers suggestions to optimize processes.
Participate in various interdepartmental meetings, as well as external meetings with customer.
Supports internal and external audits, planning and control processes and procedures
Subject Matter Expert in operations policy, procedures, and business rules
Maintains master operations manuals, training manuals, and business rule documents
Contributes to professional business writing assignments for TransCore and DelDOT documents.
Direct and manage sub-contractor activities for License Plate lookups services
Direct and manage sub-contractor activities for violation Collections services including requests for Settlements, dispute customer escalations, and monthly reports quality check
Direct and oversee activities for Bankruptcy status for DE E-ZPass Violations
Prepare project statistical data for Service Center Manager
Required Skills &
Experience:
Proficient in the use of Microsoft Word and Excel, particularly analytical formulas
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to effectively communicate, present information and respond to questions from groups of managers, clients, customers, and the general public
Education:
Minimum Bachelors degree in Business Administration or equivalent experience
About TransCore:
A leader in the transportation industry since 1934, TransCore provides innovative, technical solutions including next generation Open Road Tolling, Intelligent Transportation Systems and Radio Frequency Identification systems that secure access and vehicle registration for airports, hospitals, parking garages, border patrols, trucking fleets and rail carriers. TransCore also operates tolling customer service centers for transportation agencies throughout the U.S., Puerto Rico, Canada, and Dubai. TransCore is a wholly-owned subsidiary of Roper Technologies Inc., a diversified growth company in the S&P 500, Fortune 1000 and Russell 1000 indices.
TransCore offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. Participation is limited to regular full-time employees.
TransCore provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA M/F/Vet/Disability
To learn more about TransCore please visit us at www.transcore.com.
Sponsorship and relocation assistance are not offered at this time for this position.
All referrals and r sum s are managed exclusively through the Human Resources Department. TransCore will not consider unsolicited r sum s from vendors including search firms, fee-based referral services and/or recruitment agencies.
Are you a returning applicant?Previous Applicants:Email:Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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