Call Center Manager

Company: Transdev
Location: San Jose
Posted on: November 1, 2024

Job Description:

NOTE: The following position is for a proposed new/future 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 modes of transit, 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.
The Call Center Manager manages the day-to-day management of the telephone call center, monitoring agent activities and queue status to 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. The salary range for this opportunity is $100,000-120,000.
Transdev is proud to offer:

• 
  
• Salary range for this opportunity is $100,000-$120,000.
  
• 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 the following:
  
  • 
    
  • 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.
      
    • Knowledge of telecommunications equipment and automated scheduling and dispatch system.
      
    • Excellent communication and negotiation skills, ability to influence without authority.
      
    • Ability to work in a team-oriented environment.
      
    • Dependable and proficient in time management, meeting deadlines, and multi-tasking.
      
    • Ability to work a flexible schedule, which may include weekends.
      
    • Working knowledge of the Trapeze scheduling software.
      
    • Supervisory experience is required.
      
    • Minimum three years' experience working in a Call Center environment.
      
    • Exceptional customer service skills and professional customer-focused telephone manners.
      
      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.
      If based in the United States, applicants must be eligible to work in the U.S. without restrictions for any employer at any time and be able to pass a drug screen and background check.
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Keywords: Transdev, Richmond , Call Center Manager, Executive , San Jose, California