• Lead Reservationists

    Job Locations US-MA-Boston
    Posted Date 2 months ago(5/8/2018 5:10 PM)
    Requisition ID
    Position Category
    Customer Service/Call Center/Dispatch/Reservationist/Scheduler
    Internal Reference
  • Overview

    The Lead Reservationist is responsible for daily supervision and coaching of reservationists on the floor and at remote locations.


    • Assuring quality of operations including monitoring and observing customer phone calls and coaching to resolve customer service issues and compliance with the MBTA policies and procedures
    • Resolving routine reservations staffing issues, including covering breaks, staff tardiness or absence, and reassigning staff or modifying the routing of calls as needed to maintain performance
    • Resolving any immediate customer related issues, especially escalated problems
    • Meeting with the Reservations Manager on a regular basis
    • Performing the duties of Reservationists when needed and possible without compromising primary Lead Reservationist duties

    Other duties as required.


    Education, Licensing, and Certifications:

    • High school diploma or equivalent, such as GED, required

    Experience Preferred: 

    • 3 years of call center experience, preferably in the transportation industry

    Skills and Knowledge Required: 

    • Ability to supervise others
    • Excellent communication skills in person and over the telephone
    • Ability to maintain amiable relations with customers and other outside contacts
    • Strong computer skills and the ability to learn new software
    • Ability work flexible hours

    Travel requirement (as a percent): <5% for occasional meetings


    Pre-Employment Requirements:

    • Must submit to drug testing and a background check

    Physical Requirements:

    • Must be able to work shifts or flexible work schedules as needed.
    • 100% of work is accomplished indoors and in air conditioned or well ventilated facilities
    • Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
    • The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.



    For more information please visit our website at
    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.


    Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
    EEO is the Law Poster:


    Drug free workplace


    If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check


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