TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE:ROP) is seeking a full-time Call Center Lead to join our team in Dover, Delaware.

Job Summary: Under the direction of the Call Center Supervisor, the Call Center Lead is primarily responsible to assist the Customer Service Representatives in their daily duties and resolving questions/issues that arise. This includes training and monitoring the daily activities and projects of the Customer Service staff to achieve the directives and performance standards of the department. The Call Center Lead addresses all Customer Service issues pertaining to account related inquiries and Violations Processing by executing duties and responsibilities personally, or through other staff members. Other responsibilities include but are not limited to:

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

Track and record DelDOT's Service Center performance measures and report these measures to management on a regular basis.
Continually assess Customer Service levels for performance and monitor customer feedback. Monitor and assess patron account status in compliance with DelDOT's account maintenance policies and procedures

Ensure that all Customer Service Center representatives are courteous, professional and attuned to customers' needs.
Monitor performance and enforce policies and procedures to ensure that ell personnel meet or exceed expected service and performance levels.

Required Skills:

• Minimum 6 months of 1st level team experience, preferably in a call center environment


• Prefer considerable call center experience with significant customer interaction


• Experience using Microsoft Office products in a networked environment


• Must have proven record of reliability and punctuality


• Demonstrated excellent interpersonal and communication skills, including the ability to communicate across various levels of management

Special Qualifications:

• Ability to work following Hours of Operation: Monday through Friday: 7AM - 8PM; Saturdays: 8AM - 2PM.

Education: High school diploma or general education degree (GED) required.