Call Center Lead

Description

Call Center Lead

Overview:

Transdev in Colorado Springs, Colorado is hiring a Call Center Lead/Customer Service Supervisor. The Call Center Lead is responsible for overseeing operations within a call center, ensuring high-quality service delivery to clients. This role involves direct supervision, coaching of team members, and handling various administrative tasks to support the center’s operations.

Application closing date: 02/10/2025

Transdev is proud to offer: Competitive compensation package of minimum $26.00 per hour to start. 

Benefits include:

• Sick days: 5 days
• Vacation: minimum of two (2) weeks
• Holidays: 12 days; 9 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities: 

• Assure quality of operations including leading CSR staff, training, monitoring, and observing customer phone calls and coaching to resolve customer service issues and compliance with policies and procedures
• Resolve escalated customer related concerns & document
• Develop and revise customer service manuals and procedures
• Primary point of contact for maintaining No Shows policy
• Professionally and actively documents issues.
• Resolves customer inquiries relating to transportation; communicates resolution to customers.
• Review daily paperwork to verify accuracy.
• Other duties as required.

Qualifications: 

• Proven experience in a call center or customer service environment, with at least 1 year in a supervisory or lead role.
• Excellent communication and interpersonal skills.
• Excellent written and oral communication skills
• Computer literate with the capacity to learn new software
• Proficiency with computers, including data entry and CRM software.
• Ability to work independently while building a strong team atmosphere.

Physical Requirements:

The essential functions of this position require the ability to:

• Sit for extended periods (up to 6–8 hours per day);

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and 

candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

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 everyday 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

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