Call Center Manager
1 month ago
About Transdev:
Based near Chicago, Transdev is North America's largest private-sector operator of multiple modes of transit, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities.
Transdev is looking for a Customer Service Manager in Dallas, TX to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust staffing, and direct employees as necessary to provide excellent customer service. We seek ambitious leaders with a detail-oriented, Customer service-focused, results-driven work ethic to help us provide our customers with reliable transportation. We are looking for you if you have the drive, confidence, and determination to succeed
Our Customer Service Manager enjoys:
- Tremendous career advancement opportunities due to a strong presence across North America
- A comprehensive benefits package with paid holidays & vacation, medical, vision, and dental coverage, and a 401(k) savings plan
- A great work environment
Our Customer Service Manager is responsible for:
- Working with the department manager to ensure compliance to company and Metro policy and that various task deadlines are met
- Monitoring, guiding, training, and retraining customer service representative team members.
- Assisting department manager in generating and documenting employee performance evaluation
- Upholding quality in customer service throughout team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete job
- Effectively communicating with internal and external customers and clients as needed via phone, email, or written correspondence with concern resolutions.
- CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%
- Overseeing Site Evaluation Team
To qualify as a Customer Service Manager, you'll need:
- A high school diploma or equivalent
- Must be skilled in customer service delivery, problem-solving, and decision-making.
- Excellent communication and negotiation skills, ability to influence without authority.
- Must have a working knowledge of ADA law and ADA service requirements.
- To be dependable, proficient in time management, meeting deadlines, and multi-tasking.
- To be able to work a flexible schedule which may include weekends
- To have a working knowledge of the Trapeze scheduling software
- A minimum of three years of Supervisory experience
- Exceptional customer service skills and professional Customer-focused telephone manners
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 perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform 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.
EEO is the Law Poster:
Drug-free workplace
If based in the United States, applicants must be eligible to work in the US without restrictions for any employer at any time and be able to pass a drug screen and background check.
California applicants: Please Click Here for the CA Employee Privacy Policy.
Job Category: Call Center / Dispatch / Reservationist / Scheduler
Req ID: 2954
Pay Group: VDD
Cost Center: 429
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.
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