Call Center Project Manager

Call Center Project Manager

Transdev in Englewood, CO is hiring a Customer Service Representativeto act as a liaison for our customers, providers, and client. We are seeking friendly, customer service-oriented people who are dedicated to safety.

Transdev is proud to offer:

• Competitive compensation package of minimum $75,000 – Maximum $85,000

Benefits include:

• 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. The above represents the standard Corporate Policy.

Key Responsibilities:

• Provides Leadership to the Call Center staff
• Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees
• Provides hands-on supervision of Call Center Team Leads and Customer Service Representatives
• Develops policy and procedure
• Maintains staffing levels to ensure adequate telephone coverage – Reviews staffing on a consistent basis to ensure call center is optimally staffed
• Reviews and revises staff performance requirements
• Analyzes operational data and makes recommendations to GM to streamline processes
• Reviews and conducts performance evaluations for Call Center staff
• Assists client with various projects and requests.
• Maintains and improves call center operations through innovation, developing staff, and addressing deficiencies
• Accomplishes call center objectives by enforcing policies and procedures
• Ensure daily call center metrics are met
• Ensures CSRs are performance managed if not meeting performance standards
• Identifies training opportunities and deficiencies and ensure staff is properly trained
• Manages by periodically walking around.Be visible to answer questions and handle escalated calls & issues above the level of Team Leads
• Attends meetings & conference calls with client
• Supplies call center reports per leadership request
• Addresses employee issues with professionalism and confidentiality
• Works with Operations, Dispatch and Grievance department to address service issues
• Prioritizes and delegates work
• All other duties as assigned by General Manager

Qualifications:

• High School Diploma, GED or equivalent.
• Ability to operate standard telephone system.
• 2 yr. minimum experience managing a call center
• Able to work a flexible schedule, including weekends and holidays
• Must have a working knowledge of ADA law and ADA service requirements.
• Excellent written, verbal and communication skills
• Critical thinking and problem-solving skills
• MS Office; Word, Excel, PowerPoint , Access or similar data base
• Experience using ACD phone system for reporting and performance analysis
• Establish and maintain effective working relationships with clients, managers, supervisors, Subordinates, and the MCO community
• Exercise business telephone etiquette as outlined in the Operations and Procedures Manual
• 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:

• 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

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. 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.

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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check

California applicants: PleaseClick Herefor CA Employee Privacy Policy.

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 4977

Pay Group: ECE

Cost Center: 429

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, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

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

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 thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.