Operations Manager-New Business Opportunity

NOTE: The following position is for a proposed new/future business within Transdev. Only candidates meeting the work experience requirements will be considered. This position is based in Chicago, IL.

About the role

The Operations Manager reports directly to the General Manager and is responsible for the daily oversight of call center operations. This includes route supervision support, supervision of staff and call center agents, effective communication with internal and external stakeholders, coaching employees for optimal performance, and assisting with all operational functions in the absence of the General Manager. The Operations Manager must ensure adherence to company policies, maintain service quality standards, and operate within the established budget.

Responsibilities

• Establish high standards for productivity, quality, and customer service, and develop user guidelines to support these expectations.
• Develop and support systems for customer interaction and call flow management; lead implementation processes.
• Collect, summarize, and analyze call center trends and performance data to support operational reporting.
• Improve call center performance through monitoring, problem resolution, system audits, and quality assurance measures.
• Partner with Human Resources by participating in candidate interviews and providing clear job expectations for new hires.
• Oversee system maintenance and support upgrades; coordinate repairs and troubleshooting as needed.
• Prepare call center performance reports using call agent metrics and operational data.
• Conduct individual performance reviews and evaluate overall team effectiveness with upper management.
• Support call center agents in resolving escalated or challenging customer service issues.
• Monitor team performance and provide tools, training, or coaching to improve productivity.
• Determine call center operational strategies by reviewing team results and organizational objectives.
• Maintain and enhance call center operations by monitoring system performance and resolving operational issues.
• Present monthly and annual call center action plans, goals, and progress updates.
• Engage in continuous professional development through company workshops, industry trend analysis, and team projects.

Requirements

• Bachelor’s Degree preferred.
• 3+ years of supervisory experience required.
• Customer service and call center experience preferred.
• 3+ years of call center experience preferred.
• Motivated, self-directed, and able to manage multiple priorities.
• Excellent verbal communication and interpersonal skills.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Be eligible to work in the United States without requiring sponsorship now or in the future.
• Successfully pass a pre-employment drug screen.

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
• Short-term disability
• Voluntary long-term disability

Pay

Competitive compensation package of minimum $67,620.80 – maximum $71,219.20.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good.