Call Center Manager At Transdev, we have built a strong culture of safety, professionalism, and commitment to Diversity, Equity, and Inclusion (DEI). We expect all team members to champion our Company standards of conduct while fostering an inclusive and collaborative work environment. The Call Center Manager is responsible for leading a team of Paratransit Reservationists and overseeing daily service performance, ensuring the seamless execution of missions requested by our client. This role focuses on team leadership, operational efficiency, and delivering high-quality results. As a Call Center Manager, you will not only help drive operational excellence but also contribute to meaningful advancements in transportation that impact our community. Transdev is proud to offer: Non-CBA Position: + Competitive compensation package of minimum $80,000 – Maximum $89,000 Benefits include: + Vacation: minimum of two (2) weeks + Sick days: 5 days + Holidays: 12 days; 8 standard and 4 floating + Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on the location policy. The above represents the standard Corporate Policy. Key Responsibilities: + Recruiting, hiring, and training of qualified personnel. + Collect, analyze, and summarize call center trends and data for regular performance reporting. + Manage and improve call center performance through monitoring, resolution, audits and quality assurance measures. + Managing a 24/7 call center and overseeing all call center performance metrics + Promotes and ensures acceptance of passenger feedback on service quality improvements + Develop presentations for advisory boards and other key stakeholders + Fosters a cooperative and friendly workplace, promoting accountability, respect and collaboration + Produces necessary reports and generates appropriate data to management in a timely manner + Participate in management team meetings and works collaboratively with every department to meet goals + Ensure compliance by all employees with health and safety policies Qualifications: The ideal candidate shall have a degree from a four-year accredited college or university which specializes in transportation, business management, business administration, computer science or related field.Other 4-year degree programs will also be considered.In lieu of a 4-year college degree, qualified candidates must have a high school diploma and progressively responsible experience in a public transit or call center environment.The ideal candidate will demonstrate prior management of a mid-sized (50 call center representatives) office and possess knowledge of and experience in working in a fast-paced paratransit operating environment serving the public with a history of increasing responsibilities.The candidate must have experience and ability in coaching, supervising and guiding direct reports.Candidate shall possess working knowledge of the transportation requirements of the Americans with Disabilities Act of 1990 (as amended) and other related legislation and regulations.Experience working with the seniors and individuals with a disability will be a requirement of this position. Work Schedule: Position is full-time, mostly Monday – Friday, 8 AM to 5 PM, but candidate will be responsible for a 7-day, 24-hour call center and must be flexible and able to work non-traditional business days and hours including early mornings, evenings, nights, weekends and some holidays. This position will be required to work approximately 1-2 weekend days per month. Physical Requirements: + Must be able to work shifts or flexible work schedules as needed. + The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen. + Work environment will be a combination of both indoors and outdoors. About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ 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. 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. California applicants:Please Click Here for CA Employee Privacy Policy. Job Category: General Managers / Asst General Managers / Ops Managers Job Type: Full Time Req ID: 5589 Pay Group: YR8 Cost Center: 5840 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. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check. California applicants: Please Click Here for CA Employee Privacy Policy. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.