General Manager-New Business Opportunity

About the role

The General Manager-Call Center is responsible for the oversight of call center and control center operations, including dispatch functions, route development support, customer service, and service quality assurance. This role carries full responsibility for all contracted operations, ensuring high-quality service delivery, effective staffing, budget management, client relations, and coordination with regional leadership.

Responsibilities

• Identify and analyze KPIs to drive continuous improvement in call center performance.
• Ensure all services are delivered within budget and develop action plans to improve operational efficiency.
• Develop and manage the business unit budget.
• Ensure compliance with all applicable state and federal regulations, as well as Transdev corporate safety standards.
• Build and maintain strong relationships with external clients and stakeholders.
• Oversee all call center personnel, including performance management and compliance with contract requirements.
• Manage call center, dispatching, scheduling, customer service, and control center operations.
• Establish prompt, courteous call-handling procedures to ensure a positive customer experience.
• Implement and maintain respectful communication protocols between dispatchers, drivers, employees, and riders.
• Oversee customer service performance, including timely complaint response and resolution.
• Collaborate with operations staff to support efficient and responsive route design that meets rider needs.
• Coordinate with supplemental service providers to ensure service delivery meets all contract provisions.
• Occasional travel outside the immediate area (less than 10%).

Qualifications

• Bachelor’s degree or a minimum of 5 years of management experience in a service-based environment of similar scope and size.
• A minimum of 5 years of recent experience managing paratransit call center operations or similar positions (a similar position would be a general manager or project manager overseeing operations, safety and training, scheduling and dispatching or call center, human resources/Labor relations, vehicle maintenance, vehicle inventory and rolling stock, regulatory requirements (e.g., FTA, DOT, ADA and drug and alcohol, DOJ Title VI and state DOT regulations) and other transportation related areas).
• Proficiency with paratransit scheduling software.
• Strong knowledge of relevant federal and state employment laws.
• In-depth understanding of laws, ordinances, and regulations governing transit operations.
• Thorough understanding of transit operational methods and departmental functions.
• Demonstrated ability to build and maintain strong working relationships with clients.
• Experience with cost control, budgeting, and financial management across multiple locations.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong understanding of transportation technologies, including apps and WiFi integrations.
• Excellent organizational skills and strong attention to detail.
• Must pass DOT drug testing and physical, if applicable.

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, and voluntary long-term disability.