Call Center Customer Service Manager

Transdev U.S. is seeking a Call Center Customer Service Manager for the 24/7 Operations Control Center (OCC) supporting WMATA’s Metro Access contract in New Carrollton, MD. We are looking for customer service-oriented professionals dedicated to providing safe, reliable, and professional service to riders in the WMATA service area.

About the role

This position manages a team of Customer Service Representatives to resolve customer service challenges on the day of service for a paratransit operation, coordinating in real-time with various stakeholders.

Responsibilities

• Manage a team of Customer Service Representatives to efficiently resolve customer service challenges on the day of service and coordinate real-time with various stakeholders.
• 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.

Requirements

• Bachelor’s degree or equivalent experience required.
• Seven to ten years of relevant leadership experience in a customer service or call center environment.
• Pleasant telephone voice and 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 of less than 5% of time for occasional meetings or training.

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.

Benefits

• 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.

Pay

Competitive compensation package of $75,000.00 – $90,000.00 annually.

Applicants must be eligible to work in the United States without requiring sponsorship now or in the future and successfully pass a pre-employment drug screen. Transdev maintains a drug-free workplace.