Call Center Customer Service Manager

Call Center Customer Service Manager

Transdev U.S. is excited to announce an opening for Call Center Customer Service Manager at the 24/7 Operations Control Center (OCC) for WMATA's Metro Access contract in New Carrollton, MD. We are seeking friendly, customer service-oriented people who are dedicated to providing safe, reliable, and professional service to riders in the WMATA service area.

Transdev is proud to offer a competitive compensation package of minimum $ 75,000.00 - maximum $ 90,000.00

Benefits include:

• Vacation: Minimum of two (2) weeks

• Paid Sick Leave: 5 days annually

• Paid holidays: As a 24/7 operation, you may be required to work on holidays in coordination with other managers. Transdev recognizes 12 days for this position; 8 standard and 4 floating.

• Other standard benefits available for enrollment: 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.

Responsibilities :

• Manage a team of Customer Service Representatives to efficiently resolve customer service challenges on the day of service for a paratransit operation and coordinate real-time with various stake holders.

• Provide employees with timely and constructive performance feedback to develop skills and enhance career growth.

• Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing client, customer, and Transdev expectations and goals.

• Share in the development and monitoring of the OCC, including policies, procedures, operating structure, and workflow.

• Ensure the volume of work produced meets company standards, service level standards, and customer satisfaction requirements.

• Identify trends and initiate changes necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

• Other duties as assigned.

Qualifications

Education, Licensing, and Certifications:

• Bachelor's degree or equivalent experience required

Experience, Skills, and Knowledge Required:

• Seven to ten years of relevant leadership experience in a customer service or call center environment.

• Pleasant telephone voice/manner.

• Strong written and oral communication skills, including strong listening skills and emotional intelligence with an ability to display confident and competent interactions in person, by phone, and through written correspondence.

• Ability to remain courteous with difficult or angry customers.

• Strong computer knowledge/PC experience, including use of Excel, Outlook, and Word.

• Ability to train, coach, and manage performance of staff in both hard and soft skills.

• Travel requirement