OCC (Call Center) Director

About The Role

We are seeking a highly motivated and experienced OCC Director to join our leadership team and take charge of our critical WMATA Operations Control Center (OCC). In this vital role, you will be responsible for the overall tactical operations of the OCC, ensuring its smooth, efficient, and safe performance. You will lead and coach a team of professionals, maintain exceptional communication with stakeholders, and deliver results that exceed expectations.

Responsibilities

• Provide timely and insightful responses to all designated inquiries and deliverables from WMATA, fostering strong and successful partnerships.
• Manage the daily operations of the OCC across all aspects, including personnel, budget, technology, performance metrics, and service delivery.
• Cultivate a collaborative and high-performing team environment, coaching and developing your staff and fostering a culture of continuous improvement.
• Address customer escalations effectively and efficiently, ensuring prompt resolution and maintaining positive customer relationships.
• Identify and analyze performance deviations, implementing corrective actions to ensure adherence to service level agreements and key performance indicators.
• Oversee all staffing needs and manage workforce optimization for maximum efficiency.
• Meet regularly with WMATA to discuss OCC performance, address concerns, and collaborate on improvement initiatives.
• Be readily available and responsive to attend meetings with WMATA, the public, advisory groups, committees, and other stakeholders as required.
• Stay informed about industry trends and best practices related to public transit operations.

Qualifications

• Minimum of 7 years of management experience with large OCCs, with at least 5 years directly managing high-performing OCCs in an operational capacity.
• Proven track record of success in leading and motivating teams, achieving operational excellence, and delivering results.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficient in Microsoft Office Suite and project management software.
• Bachelor's degree from an accredited college or university in a relevant field preferred, or 5+ years of progressive OCC management experience.
• Subject to 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, voluntary long-term disability.

About Transdev

Transdev is a global company that operates transportation systems, maintains vehicle and fleets, and delivers mobility solutions for cities, counties, airports, companies, and universities across the U.S. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Transdev is driven by its purpose of empowering the freedom to move every day through safe, reliable, and innovative solutions that serve the common good. For more information, visit www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ.

Job Category

General Managers

Job Type

Full Time

Req ID

8609

Pay Group

VDD

Cost Center

454