Call Center Director

About The Role We are seeking a highly motivated and experienced OCC Director to join our leadership team and take charge of our critical WMATA Operations Control Center (OCC). In this vital role, you will be responsible for the overall tactical operations of the OCC, ensuring its smooth, efficient, and safe performance. You will lead and coach a team of professionals, maintain exceptional communication with stakeholders, and deliver results that exceed expectations. Compensation Competitive compensation package of minimum $140,000 - maximum $150,000 Benefits Vacation: minimum of two (2) weeks Sick days: 5 days Holidays: 12 days; 8 standard and 4 floating 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. Responsibilities Provide timely and insightful responses to all designated inquiries and deliverables from WMATA, fostering strong and successful partnerships. Manage the daily operations of the OCC across all aspects, including personnel, budget, technology, performance metrics, and service delivery. Cultivate a collaborative and high-performing team environment, coaching and developing your staff and fostering a culture of continuous improvement. Address customer escalations effectively and efficiently, ensuring prompt resolution and maintaining positive customer relationships. Identify and analyze performance deviations, implementing corrective actions to ensure adherence to service level agreements and key performance indicators. Oversee all staffing needs and manage workforce optimization for maximum efficiency. Meet regularly with WMATA to discuss OCC performance, address concerns, and collaborate on improvement initiatives. Be readily available and responsive to attend meetings with WMATA, the public, advisory groups, committees, and other stakeholders as required. Stay informed about industry trends and best practices related to public transit operations. Qualifications Minimum of 7 years of management experience with large OCCs, with at least 5 years directly managing high-performing OCCs in an operational capacity. Proven track record of success in leading and motivating teams, achieving operational excellence, and delivering results. Excellent communication, interpersonal, and leadership skills. Ability to work independently and collaboratively in a fast-paced environment. Strong analytical and problem-solving skills. Proficient in Microsoft Office Suite and project management software. Bachelor's degree from an accredited college or university in a relevant field preferred, or 5+ years of progressive OCC management experience. 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. Reasonable Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please contact us at View email address on click.appcast.io. Drug-Free Workplace 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. Equal Employment Opportunity 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. About Transdev 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 and proudly operated by 110,000 team members worldwide. #J-18808-Ljbffr