Call Center Operations General Manager

About the role

Transdev in Phoenix, AZ is hiring a Call Center Operations General Manager to oversee the day-to-day operations of the Public Transit Control Center to ensure reliable and safe transportation services for all passengers.

Responsibilities

• Provides leadership to the operations control center
• Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees
• Supervises Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team
• Develops and consistently maintains policies and procedures
• Maintains staffing levels to ensure adequate telephone coverage – Reviews staffing on a consistent basis to ensure control center is optimally staffed
• Reviews and revises staff performance requirements
• Analyzes operational data and makes recommendations to senior leadership to streamline processes
• Reviews and conducts performance evaluations for direct reports
• Affords assistance with various projects and requests
• Maintains and improves operations through innovation, developing staff, and addressing deficiencies
• Achieves call center objectives by enforcing policies and procedures
• Ensures daily metrics are met
• Ensures staff are performance managed if not meeting performance standards
• Identifies training opportunities and deficiencies and ensures staff is properly trained
• Manages by periodically walking around. Be visible to answer questions and handle escalated calls & issues above the level of Supervisors
• Attends meetings & conference calls with client
• Supplies operational reports per leadership request
• Addresses employee issues with professionalism and confidentiality
• Collaborates and partners with transit locations including operations, maintenance, dispatch and safety teams to address service issues
• Prioritizes and delegates work
• All other duties as assigned by senior leadership

Qualifications

• Bachelor’s Degree or higher
• 5 years minimum experience managing a call center environment or comparable experience
• Able to work a flexible schedule, including weekends and holidays
• Must have a working knowledge of FTA rules and regulations
• Excellent written, verbal and communication skills
• Critical thinking and problem-solving skills
• MS Office; Word, Excel, PowerPoint, Access or similar database
• Experience with analyzing historical data and developing reports
• Establish and maintain effective working relationships with clients, managers, supervisors, Subordinates, and the transit business partners
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Requirements

• Must be able to work shifts or flexible work schedules as needed
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen
• Work environment will be indoors

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 7 days
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
• Benefits may vary depending on location policy.