Juan Soto

Call Center Manager @Transdev North America

San Jose, CA, US

Oversee the day-to-day operations of the ADA VTA Access Paratransit multi-channel Call Center supporting call volumes of up to 30K calls per month • Manage and monitor the Call Center Customer Service Representatives and Client Accounts teams to ensure key performance metrics are met and we are providing the best customer experience possible • I oversee the supervision, coaching, training and development of all Call Center staff • Host daily team meetings to review previous day’s performance, coach, and make announcements on anything related to the Call Center operations • Lead recruiting, from interviewing, hiring, onboarding, training for all Call Center staff• Attend onsite and offsite client meetings and present at community centers • Run and distribute daily Call Center and Dispatch key performance metrics reports and present to exec/management team on a daily and monthly basis • Prepare reports, presentations for VTA executive team• Work with clients who request escalating to a manager• Monitor agent calls and provide recognition and coaching • Use data, customer feedback and call monitoring to turn team around from being reactive to proactive. This resulted in exceeding all KPI’s and generating incentives instead of penalties • Collaborate with Assistant General Manager to create and update existing policies and processes and updated the Customer Service Representative script to improve customer satisfaction.• Created Customer Service Representative agent status process to improve Call Center staff productivity and Customer satisfaction• Represent VTA Access at monthly VTA executive meetings• Represent VTA Access at monthly Santa Clara County board of directors meeting• Create Call Center staff schedule and work with Union members to hold schedule bids following the Collective Bargaining Agreement (CBA) in place