Manager of Customer Service Excellence

6 days ago


Hyattsville, Maryland, United States Transdev Full time
About Our Company

At Transdev, we operate transportation systems, maintain fleets, and deliver mobility solutions across the U.S. Our team of 32,000 employees works tirelessly to provide safe, reliable, and innovative services. As a leader in mobility, we empower the freedom to move every day through our purpose-driven approach.

Job Description

This Call Center Operations Manager position plays a crucial role in our success. You will lead a team of customer-focused professionals, driving exceptional service and operational excellence. Your responsibilities will include:

Key Responsibilities
  1. Staff Performance Management: Conduct regular performance reviews, identify areas for improvement, and implement targeted strategies to boost productivity and quality.
  2. Operational Efficiency: Establish clear standards for customer service, productivity, and operational excellence, ensuring seamless interactions with customers.
  3. System Development: Design and implement effective systems for customer interaction and voice response, enhancing the overall customer experience.
  4. Center Performance Monitoring: Analyze performance data, identify areas for improvement, and implement corrective actions to maintain high-quality standards.
  5. Recruitment Support: Aid the human resources department in recruitment efforts by conducting interviews and outlining clear job expectations for potential hires.
Qualifications
  • Bachelor's Degree preferred
  • 3+ years of supervisory experience
  • Customer service and Call center experience preferred
  • Motivated self-starter with excellent verbal communication skills
Benefits

The estimated annual salary for this role is $80,000, accompanied by comprehensive benefits including Medical, Dental, and Life insurance, as well as optional voluntary programs. As an Equal Employment Opportunity employer, we welcome qualified applicants from diverse backgrounds. In the United States, applicants must be eligible to work without restrictions and pass a background check.



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