24/7 Paratransit Call Center Operations Manager

Transdev North America; New Carrollton (MD); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Vacation: 2 weeks

Sick leave: 5 days

Paid holidays

401(k) + medical, dental and vision

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev U.S. is seeking a Call Center Customer Service Manager at the 24/7 Operations Control Center (OCC) for WMATA’s Metro Access contract in New Carrollton, MD.

You will lead a team to resolve day-of-service challenges and coordinate with stakeholders to ensure safe, reliable service for riders in the WMATA area. The role requires 7–10 years of leadership experience in a customer service or call center setting, along with strong communication skills and the ability to train staff.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Seven to ten years of relevant leadership experience in a customer service or call center environment.
• Strong written and oral communication skills with emotional intelligence.
• Ability to train, coach, and manage performance of staff.

Responsibilities

• Manage a team of Customer Service Representatives to resolve day-of-service challenges for paratransit operations and coordinate with stakeholders.
• Provide timely, constructive performance feedback to develop skills and career growth.
• Lead continuous improvement activities by reviewing and updating processes to meet client and company goals.
• Develop and monitor OCC policies, procedures, and workflow to ensure service levels and customer satisfaction.

Skills

Leadership experience

Customer service

Communication skills

Excel/Outlook/Word

Staff training

Conflict resolution

Education

Bachelor’s degree

Tools

Excel

Outlook

Word

Job description

Transdev U.S. is seeking a Call Center Customer Service Manager at the 24/7 Operations Control Center (OCC) for WMATA’s Metro Access contract in New Carrollton, MD.

You will lead a team to resolve day-of-service challenges and coordinate with stakeholders to ensure safe, reliable service for riders in the WMATA area. The role requires 7–10 years of leadership experience in a customer service or call center setting, along with strong communication skills and the ability to train staff.