Posted on: May 6, 2021
Job DescriptionSummary: Ensures customer satisfaction with all
touch points within the terminal and employee/ customer
interaction. Proactively addresses any customer relationship
issues. Direct supervision of drivers. Ensures proper cash handling
procedures are adhered to. Major Responsibilities: * Assist with
the interviewing and selection of hourly personnel. Ensures that
all personnel have been trained and/or retrained according to
customer service standards. * Ensures highest level of customer
satisfaction. Concentration on terminal cleanliness and overall
facility condition as well as employee appearance is critical.
Maintains high level of customer experience quality in accordance
with company standards. * Reviews driver manpower needs and ensures
proper coverage. Responsible for planning of driver vacations,
future books offs and run change assignment * Ensures drivers are
properly credentialed to operate a commercial motor vehicle.
Ensures drivers are reporting to work on time and in complete
uniform ready to work. Review and management of electronic logs *
Ensures safety of passengers and employees by proactively removing
hazards and fostering an environment of safety. * Works with
Operations Support Center (OSC) to ensure operational execution.
Monitors and ensures compliance with on time performance (OTP),
safety standards and customer service * Ensures sound cash control
and maintains GLI field accounting standards. * Provides employee
development by providing ongoing feedback to employees concerning
strengths and areas of needed improvement and may recommends
supplemental training programs. * Basic understanding of federal,
state and local labor laws. Work closely with local HR to address
all levels of harassment complaints and assist in investigating
thoroughly all allegations of harassment * Determines proper
staffing levels to ensure customer service expectation are met. *
Reports on deviations from standard * Other duties as assigned.
Work Experience: * Hospitality or Customer Service (2 plus years).
* Supervisor/Management experience (1 plus years) * Human Resources
experience a plus * Safety responsibility (1 plus years) Skills : *
Passion for customer service ability to create innovative solutions
to keep customers committed to the brand. (required), * Safety
(required) * Labor relations and CBAs (preferred) * Training,
Motivation, * Interpersonal (required), * Must be able to
effectively communicate both verbally and written, and exercise
active listening skills
Keywords: Greyhound, Cleveland , Terminal Supervisor, Professions , Willoughby, Ohio
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