Call Center Operations General Manager

Transdev

Phoenix, AZ

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JOB DETAILS

SKILLS

Call Center Management, Call Center Operations, Call Centers, Career Counseling, Category Management, Coaching, Code of Federal Regulations, Communication Skills, Corporate Policies, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Analysis, Data Collection, Disciplinary Action, Establish Priorities, Leadership, Metrics, Microsoft Access Database, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, Operational Audit, Operational Improvement, Operations Control, Operations Management, Performance Analysis, Performance Reviews, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Procedure Implementation, Process Development, Public Transport, Regulations, Relocation Services, Reporting Skills, Requirements Management, Staff Training, System Operations, Telephone Skills, Typing, Vehicle Fleets, Workplace Issues, Writing Skills

LOCATION

Phoenix, AZ

POSTED

1 day ago

Call Center Operations General Manager Transdev in Phoenix, AZ is hiring a Call Center Operations General Managerto oversee the day-to-day operations of the Public Transit Control Center to ensure reliable and safe transportations services for all passengers who utilize public transportation. Transdev is proud to offer: + Competitive compensation package of minimum $90,000 – Maximum $100,000 Benefits include: + Vacation: minimum of two (2) weeks + Sick days: 5 days + Holidays: 7 days + 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: + Provides Leadership to the operations control center + Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees + Provides hands-on supervision of the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team. + Develops and consistently maintains policies and procedures + Maintains staffing levels to ensure adequate telephone coverage – Reviews staffing on a consistent basis to ensure control center is optimally staffed + Reviews and revises staff performance requirements + Analyzes operational data and makes recommendations to senior leadership to streamline processes + Reviews and conducts performance evaluations for direct reports + Assists client with various projects and requests. + Maintains and improves operations through innovation, developing staff, and addressing deficiencies + Accomplishes call center objectives by enforcing policies and procedures + Ensure daily metrics are met + Ensures staff are performance managed if not meeting performance standards + Identifies training opportunities and deficiencies and ensure staff is properly trained + Manages by periodically walking around.Be visible to answer questions and handle escalated calls & issues above the level of Supervisors + Attends meetings & conference calls with client + Supplies operational reports per leadership request + Addresses employee issues with professionalism and confidentiality + Collaborate and partner with transit locations including operations, maintenance, dispatch and safety teams to address service issues + Prioritizes and delegates work + All other duties as assigned by senior leadership Qualifications: + Bachelor’s Degree or higher + 5 yr. minimum experience managing a call center environment or comparable experiance + Able to work a flexible schedule, including weekends and holidays + Must have a working knowledge of FTA rules and regulations + Excellent written, verbal and communication skills + Critical thinking and problem-solving skills + MS Office; Word, Excel, PowerPoint, Access or similar database + Experience with analyzing historical data and developing reports + Establish and maintain effective working relationships with clients, managers, supervisors, Subordinates, and the transit business partners + Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason. 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 indoors 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: PleaseClick Herefor CA Employee Privacy Policy. Job Category: General Managers Job Type: Full Time Req ID: 8440 Pay Group: VDD Cost Center: 709 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.

About the Company

Transdev

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