Call Center Manager

About the role

Transdev is seeking a Call Center Manager to lead customer service and reservations for the TriMet LIFT Call Center. Reporting to the Division Manager, this position is responsible for daily performance, employee supervision, service quality, and coordination with other departments. The Call Center Manager coaches staff, resolves operational issues, and helps ensure the team meets TriMet and Transdev requirements. The position may also oversee broader operations when assigned during the Division Manager’s absence.

Responsibilities

• Lead the daily work of customer service and reservations staff, including department supervisors.
• Plan staffing and schedules to support service demand and performance requirements.
• Monitor results against TriMet and Transdev standards; identify gaps and take corrective action.
• Coach employees, evaluate performance, address employee concerns, and support hiring for authorized positions.
• Work with dispatch, scheduling, and other teams to resolve service issues and improve the customer experience.
• Review call center data, identify trends, and improve workflows.
• Help develop and manage the call center budget.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED required.
• At least three years of relevant supervisory experience in transit required.
• Thorough knowledge of transit operations and applicable service requirements.
• Proficiency with Microsoft Word, Excel and relevant database programs.

Skills

• Strong communication, organization, problem-solving, and coaching skills.
• Ability to manage competing priorities with attention to detail.

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability

Pay

Competitive compensation package: minimum $80,000 – maximum $88,000.

Schedule

Flexible schedule required, including shifts outside regular business hours when operational needs require.

Requirements

Primarily indoor position involving extended periods of computer and telephone work; long periods spent sitting, typing, or looking at a computer screen. Subject to DOT drug testing and physical if applicable. Must be eligible to work in the United States without requiring sponsorship and able to pass a pre‑employment drug screen.

Job Category: General Managers • Job Type: Full Time • Req ID: 9174 • Pay Group: X60 • Cost Center: 423