What are the responsibilities and job description for the CALL CENTER GENERAL MANAGER position at Transdev?

Description

General Manager, Call Center

The General Manager, Call Center is responsible for the oversight of the call and control center, dispatch functions, route development, customer service and service quality assurance functions. The position has overall responsibility for all contracted operations in connection with the contract including overall service quality, staffing, budgeting, client relations as well as coordination of service delivery with the assigned region offices. This position reports to Transdev's area General Manager of TriMet LIFT services. This position is based in Portland OR supporting the TriMet LIFT contract .

Transdev is proud to offer :

Competitive compensation package of minimum $120,000 - maximum $135,000

Application Deadline : 02 / 14 / 2025

Benefits include :

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.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities :

Responsible for identifying and analyzing KPIs to help improve results.

Ensuring services are provided within budget and action plans developed and implemented to improve operational efficiencies.

Responsible for determining and delivering business unit budget.

Ensuring compliance with State and Federal regulation and compliance with Transdev corporate safety standards.

Develop relationships with external customers. Overseeing all personnel and their performance of the TriMet LIFT Call Center contract.

Managing all call center, dispatching, scheduling, customer service and control center work.

Establishment of prompt and courteous call handling procedures in coordination with TriMet SOP's.

Establishing respectful communications protocols between dispatchers, drivers, employees, and riders.

Responsible for managing Transdev's LIFT service Customer Service Department working to ensure appropriate complaint responses and resolutions.

Working with service provider personnel to ascertain proper route design that is efficient and responsive to the needs of riders.

Coordination and management of Supplemental Service providers service delivery and ensuring that supplemental providers meet required contract provisions.

Travel requirement outside of immediate area

Qualifications :

College degree or a minimum of 5 years management experience in a service model of similar scope and size.

Minimum of 5-years of Call Center Management experience required.

Proficiency with paratransit scheduling software

Knowledge of relevant federal and state employment laws

Thorough knowledge of laws, ordinances and regulations underlying the transit operation

Thorough knowledge of the methods of operation of the transit system's staff and operational departments

Ability to build solid and maintain strong working relationships with clients

Ability to manage cost control and financial / budget experience handling multiple locations

Working knowledge and proficiency with Microsoft Word, Excel and PowerPoint programs

Understanding of technology, apps, Wi-Fi, and understanding of transportation technology

Ability to organize and perform work efficiently, strong attention to details

Subject to a 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 :

The essential functions of this position require the ability to :

Must be able to work shifts or flexible work as needed. This location runs 24 / 7 / 365 and successful candidate will maintain availability to respond to business needs during all hours of operation.

The employee is generally subjected to long periods of spent sitting, typing, or looking at a computer screen.

Work environment is generally indoors.

Push and pull objects up to 25 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to 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 and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]

Drug-free workplace :

Transdev maintains a drug-free workplace. Applicants must :

Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).

Successfully pass a pre-employment drug screen.

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 everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https : / / youtu.be / ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The

physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

California applicants : Please Click Here for CA Employee Privacy Policy.

Salary : $135,000

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