Call Center Manager

Call Center Manager

Transdev in San Rafael, CA, is hiring a Call Center Manager. The Call Center Manager (CCM) provides direct supervision and leadership to the call center unit. The CCM oversees information and intake, trip reservations, customer service for all Marin Access programs and services. The CCM manages the performance of the call center staff through effective training, continuing education, monitoring, and coaching/counseling according to the principles of Transdev Operations Management while utilizing contractual, company, and industry best-practice key performance indicators. The Call Center department is comprised of travel navigation and trip booking functions. The CCM is responsible for achieving and maintaining departmental quality standards.

Transdev is proud to offer:

• Competitive compensation package of minimum $64,000 - maximum $79,000 / Exempt

Benefits include:

• Vacation: One (1) week during the first year of employment, up to four (4) weeks per year after ten (10) years.

• Sick days: 5 days annually

• Holidays: 12 days; 9 standard and 3 floating

• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities:

• Schedule individual employees and departmental functions to ensure adequate coverage while minimizing overtime within budget.

• Ensure accurate and timely departmental data collection and reporting.

• Address performance issues through progressive discipline in consultation with Human Resources.

• Perform live and recorded observations of employee interactions with customers.

• Apply all internal policies to the department, including its attendance policy.

• Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, coaching session,s and performance reviews.

• Develops and provides ongoing data reports, metricsand , quality resul; establishessh goals/targets for individual employees and departmental functions.

• Host regular meetings with direct reports in an open forum to discuss performance results, opportunities, create action plans, and promote teamwork

• Investigatees in a timely manner all customer or client complaints and provides summary reports

• Monitorsor and report Key Performance Indicators that represent overall performance at scheduled client or managementmeetings, and upon request, by the General Manager.

• Conduct performance appraisals annually on each direct report.

• Enter, adju,st and approve staff hours worked through company timekeeping system.

• Attend and participate in public meetings as required by service contract.

• Understand call center work processes and continuously review those processes for efficiency.

• Achieve and maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.

• Work closely with Operations Manager and General Manager to achieve day to day results and overall improvements.

• Provides oral and written reports, statistics, data and information internally and externally.

• Maintains confidentiality of all information.

• Other duties as delegated by the General Manager.

Qualifications:

• High school diploma or equivalent, such as GED, required.

• Minimun of four (4) years of relevant leadership experience in a customer service or call center environment, managing several projects in a fast-paced environment.

• Experience in coaching, mentoring and fostering a positive work environment.

• Ability to make sound business judgments within established policies and protocols.

• Excellent interpersonal skills and ability to work with and manage a variety of people.

• Excellent communication skills both written and verbal.

• Strong leadership and analytical skills.

• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.

• Ability to maintain a high level of confidentiality.

• Travel requirement (as a percent): <5% travel between properties and for meetings and outside training.

Physical Requirements:

The essential functions of this position require the ability to:

• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities.

• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• Could perform physical activities such as movement / flexibility with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials.

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 View email address on click.appcast.io

Drug-free W orkplace

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 everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at

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 for CA Employee Privacy Policy.

Job Category: Management

Job Type: Full Time

Req ID: 8998

Pay Group: X60

Cost Center: 416

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 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