Call Center Manager-Bid

NOTE: The following position is for a proposed new business within Transdev. Only candidates meeting the work experience requirements will be considered.

About Transdev: 

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com

The Call Center Manager manages the day-to-day management of the telephone Call Center, monitoring agent activities and queue status adjust staffing. Direct employees as necessary to provide excellent Customer Service. They also ensure quality assurance on customer-focused and booking accuracy metrics, maintaining and exceeding the goal of 90% in each.

Transdev is proud to offer:

• Tremendous career advancement opportunities due to a strong presence across North America.
• A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan.
• A great work environment.

Our Call Center Managers are responsible for:

• Working with the Department Manager to ensure that written policy and procedure are followed.
• Oversees all aspects of the Call Processing Unit. Ensures Call Processing Unit contractual requirements are met or exceeded. Review, revise, and implement policies and procedures for the Call Processing Unit according to the contract.
• Coordinating training plans for new hires and cross-training as needed within the department.
• Coordinating monthly department meetings.
• Other duties as assigned.

To qualify as a Call Center Manager, you’ll need:

• High School diploma or equivalent
• Must have knowledge of telecommunications equipment and automated scheduling and dispatch system.
• Excellent communication and negotiation skills, ability to influence without authority.
• Must be able to work in a team-oriented environment.
• Must be dependable and proficient in time management, meeting deadlines, and multi-tasking.
• Must be able to work a flexible schedule, which may include weekends.
• Must have a working knowledge of the Trapeze scheduling software.
• Supervisory experience required.
• Minimum three years experience working in a Call Center environment.
• Exceptional customer service skills and professional customer-focused telephone manners.

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 perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform 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: http://www1.eeoc.gov/employers/poster.cfm

Drug-free workplace

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

California applicants: Please Click Here for the CA Employee Privacy Policy.