Call Center Operations Manager

1 week ago

Englewood, Colorado, United States Transdev Full time
About Transdev

Transdev is a leading provider of transportation services, operating in 19 countries and employing over 110,000 team members worldwide. Our mission is to empower the freedom to move every day through safe, reliable, and innovative solutions that serve the common good.

Job Summary

We are seeking a highly skilled Call Center Supervisor to join our team at Transdev. As a key member of our reservations operations, you will be responsible for providing administrative support to management, ensuring efficiency in reservations operations, and maintaining high standards of service in line with Transdev standards and ADA regulations.

Key Responsibilities
  • Administrative Support: Assist the Call Center Manager in administrative tasks, ensuring that attendance and performance goals are met, and scheduling requirements are efficiently managed.
  • Monitoring: Monitor the performance of reservationists, working closely with the Lead Reservationists to identify and address any performance issues, ensuring compliance with policies and procedures.
  • Staff Development and Promotion: Contribute to the training, coaching, and supervision of reservationists, fostering a positive working environment and ensuring that best practices in customer service and leadership are upheld.
  • Communication and Conflict Resolution: Maintain regular communication with the CC Manager and Lead Reservationists, ensuring alignment in reservations operations and addressing immediate customer-facing issues.
  • Scheduling Oversight: Assist in managing reservations schedules, ensuring adequate staffing levels and schedule adherence while maintaining a commitment to high-quality service.
  • Quality Assurance: Support the Reservations Department in assuring the quality of reservations operations, including monitoring and coaching reservationists to resolve performance issues.
  • Backup Support: Provide backup support to reservations duties as needed without compromising primary administrative responsibilities.
  • Continuous Improvement: Contribute to ongoing efforts to optimize reservationist operations, enhance service quality, and ensure compliance with relevant regulations and standards.
Requirements
  • A high school diploma or equivalent, such as GED, required.
  • Minimum of 2 years of customer service and call center experience, with a preference for experience in an administrative or supervisory role.
  • Strong administrative, organizational, conflict resolution, and communication skills.
  • Ability to work closely with and support the Lead Reservationists in day-to-day operations.
  • Proficiency in Microsoft Office and familiarity with paratransit scheduling software.
What We Offer
  • $19-21/hour
  • Attractive benefits package, including 401(k) with company contribution, medical, dental, and vision.
  • Paid time off & vacation.

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