Contact Center Manager - Transit

The Operations Manager will report to the General Manager and is responsible for managing and developing team members and formulating and executing account strategy. Additionally, this role will require a thoughtful leader and confident decision maker with ability to measure and monitor performance.

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

Responsibilities

• Supervise the daily activities of all drivers and oversee the development and implementation of standard operating procedures as directed by the Client and our company policies.
• Be the main point of contact for our client and attend meetings and conference calls as needed.
• Ensures the local team is focused on building strong and effective partnerships.
• Make logistical coverage/staffing decisions and communicate them effectively to the rest of the team (drivers and client management).
• Hire (interviews, road tests, etc.), train and develop CSC staff including Drivers, Operations Manager, Dispatchers, Maintenance, and Safety Manager, etc.
• Collaborates with company leaders to understand overall business strategies and creates a CSC operating plan to support these objectives.
• Maintain positive relationships with the local team to ensure employee retention.
• Implement company values and goals while ensuring compliance with all company policies.
• Review budgets and develop short- and long-term business operating plans to increase revenues and margins.
• Report and follow up on any maintenance issues with the vendor.
• Review documentation to ensure all required onsite records, reports, and inspections (pre/post-trip) are complete, accurate and submitted per established procedures.
• Identify safety issues; correct and reinforce safety awareness in a manner that promotes cooperation and improved morale.
• Conducts work area inspections and assists in all accident/injury/vehicle damage investigations.
• Analyze and interpret ridership numbers and suggest route changes accordingly.
• Regularly attend client meetings; listen to feedback from client and their employees and react accordingly to review.
• Delivers overall performance and results for the CSC.
• Additional duties and responsibilities may apply.

Qualifications

Hard Requirements:

• Minimum of five years of recent experience managing paratransit call center operations or
• similar position (a similar position would be a manager overseeing day-to-day operations
• of demand-response passenger transportation, including managing staff and driver
• schedules to meet service demand; scheduling, routing, and dispatch or call center
• functions; development and implementation of operation policies and procedures; and
• knowledge of regulatory requirements to assure compliance with applicable federal, state,
• and local laws for operating demand-response transportation services (e.g., FTA DOT
• ADA and drug and alcohol, DOJ Title VI, and state DOT regulations);
• • experience overseeing schedulers and dispatchers;
• • excellent organization and planning skills;
• • excellent customer service skills;
• • ability to handle multiple tasks accurately and effectively; and
• • proficiency in Trapeze.

Preferred Requirements:

• Work experience in public or private alternative transportation demand management (TDM).
• Bachelor's degree in business management or equivalent. MBA preferred.
• Licensed Class B driver (with Passenger and Air brakes endorsements).
• Bilingual abilities a plus.

Required Skills

• Excellent organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels).
• Excellent written and oral communication and interpersonal skills.
• Working knowledge of Microsoft Office and Google Workspace.
• Ability to work independently and as part of a team.
• Ability to assess risk and to resolve customer issues that do not pose unnecessary risk.
• Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices.
• Ability to develop contractual agreements and Requests for Proposal documents.
• Ability to submit termination or leave documents timely.
• Additional skills and demands may apply.

Pay range and compensation package

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits.

Financial Health:

• Competitive compensation packages.
• 401(k) with 4% employer match.
• Financial Wellness Tool.
• Commuter Benefits.

Emotional Health:

• Employee Assistance Program (EAP).
• Unlimited PTO
• Paid holidays.
• Pet & Legal Insurance.

Personal Development:

• On-the-job training and skills development.
• Internal transfer opportunities for career growth.
• Benefits vary by position and location. xhyhwjd

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.