Call Center Operations Manager

Description

Call Center Operations Manager 

Transdev in the greater Washington DC area at our WMATA contract is hiring for a Call Center Operations Manager. As the Call Center Operations Manager, you will directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customers and client through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily Call Center Operations. 

Transdev is proud to offer: 

• Competitive compensation package of minimum $70,000 – maximum $80,000

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 location policy. The above represents the standard Corporate Policy 

Key Responsibilities: 

• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
• Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
• Prepares call center performance reports by collecting and analyzing call agents’ data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Monitors team performance and provide tools if necessary.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Presents monthly and annual call center action plans and objectives.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Qualifications: 

• Bachelor’s Degree preferred
• 3+ years of supervisory experience
• Customer service and Call center experience preferred
• Motivated self-starter
• Excellent verbal communication skills
• 3+ years of call center experience preferred

Physical Requirements: 

The essential functions of this position require the ability to:

• Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
• Push and pull objects up to 20 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level.

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 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 

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