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Customer Service Operations Leader
2 months ago
About Transdev:
Transdev stands as North America's premier private-sector operator across various transit modalities, including bus, rail, streetcar, paratransit, and shuttle services. Our commitment lies in being the reliable partner for cities and transit authorities, emphasizing quality execution and innovative mobility solutions. As part of the Transdev Group, a global leader in mobility operations across 17 countries, we empower passengers daily to connect with what matters most in their communities.
Position Overview:
Transdev is in search of a Customer Service Operations Leader to manage the daily functions of our Customer Service division. This role involves overseeing agent performance, adjusting staffing levels, and guiding team members to ensure exceptional customer experiences. We are looking for driven leaders who possess a meticulous, customer-centric, and results-oriented mindset to enhance our transportation services.
Benefits of Joining Us:
- Significant career growth opportunities due to our extensive presence across North America.
- A comprehensive benefits package, including paid holidays and vacation, medical, vision, and dental coverage, as well as a 401(k) savings plan.
- A supportive and positive work environment.
- Collaborating with department management to ensure adherence to company policies and timely completion of various tasks.
- Monitoring, coaching, and training customer service representatives to maintain high service standards.
- Assisting in the preparation and documentation of employee performance evaluations.
- Promoting quality customer service by instilling a sense of urgency and integrity within the team.
- Effectively communicating with both internal and external stakeholders through various channels to resolve concerns.
- Generating departmental reports on call quality, booking accuracy, and compliance with contractual response times.
- Supervising the Site Evaluation Team.
- A high school diploma or equivalent is required.
- Proven skills in customer service delivery, problem-solving, and decision-making.
- Strong communication and negotiation abilities, with a knack for influencing without direct authority.
- Familiarity with ADA laws and service requirements is essential.
- Dependability, time management proficiency, and the ability to multitask are crucial.
- Flexibility to work varied schedules, including weekends.
- Experience with Trapeze scheduling software is preferred.
- A minimum of three years in a supervisory role is required.
- Exceptional customer service skills and professional telephone etiquette are essential.
Transdev is an Equal Employment Opportunity (EEO) employer, welcoming all qualified applicants. We ensure fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion, or any other legally protected status.
Drug-free workplace
Applicants must be eligible to work in the US without restrictions and be able to pass a drug screen and background check.
