Call Center Manager

Transdev in Chicago, IL is seeking a Call Center Manager to oversee the day-to-day operation of the call center, including staffing, customer service standards, and client communication requirements.

About the role

This position manages call center representatives, ensures monthly reporting is completed, and upholds customer service standards. The role involves resolving escalated customer concerns, developing training materials, and analyzing call center data to prepare reports.

Responsibilities

• Lead, train, monitor, and coach customer service representatives to ensure compliance with policies and procedures.
• Resolve escalated customer-related concerns and document resolutions.
• Develop and revise customer service manuals, training modules, and procedures.
• Provide timely and constructive performance feedback to employees.
• Document issues professionally and resolve customer inquiries related to scheduling and eligibility.
• Review daily data entry for accuracy.
• Hire, onboard, and train call center personnel.
• Analyze call center data and prepare reports and presentations.
• Lead team meetings and prepare work schedules to ensure sufficient coverage.
• Represent Transdev professionally to service partners and the community.
• Perform other duties as required.

Requirements

• Bachelor’s degree preferred; high school education, GED, or equivalent required.
• Minimum of 2 years of call center supervisor experience, preferably in the transportation industry.
• Excellent written and oral communication skills.
• Computer literate with the capacity to learn new software.
• Ability to work shifts or flexible schedules as needed.
• Subject to DOT drug testing and physical, if applicable (DOT Regulation 49 CFR Part 40 prohibits the use of Schedule I drugs, including cannabis).

Physical Requirements

• Sit for extended periods (up to 6–8 hours per day).
• Push and pull objects up to 15 pounds occasionally throughout the workday.
• Lift materials weighing up to 10 lbs. with or without assistance.
• Occasionally 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. Transdev complies with federal and state disability laws.

Benefits

• Vacation: Minimum of two (2) weeks.
• Sick days: 5 days.
• Holidays: 12 days (8 standard and 4 floating).
• 401(k) retirement plan.
• Medical, dental, and vision insurance.
• Life insurance and short-term disability.
• Voluntary long-term disability.

Benefits may vary depending on location policy.

Pay

Competitive compensation package ranging from $67,000 to $80,000 annually.

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