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 Physical Requirements: Work indoors in air conditioned or well-ventilated facilities while at a desk or cubicle. Sit, type, use a computer, phone, or radio for extended periods. Occasionally push and pull objects up to 50 pounds. Occasionally lift objects weighing up to 50 pounds without assistance. Bend, kneel, or crouch to access files or equipment stored at ground level. 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. 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 U.S. to operate their transportation systems, maintain their vehicle fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 employees across 400 locations while maintaining more than 17,000 vehicles. As 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 or watch an overview video 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. California applicants: Please Click Here for CA Employee Privacy Policy. Job Category: Management Job Type: Full Time Req ID: 8616 Pay Group: QQP Cost Center: 454 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 or watch an overview video. #J-18808-Ljbffr