Call Center Leader – Customer Experience & Performance

Transdev

San Rafael (CA)

On-site

USD 64,000 - 79,000

Full time

3 days ago

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Benefits offered by this job

Vacation time

Sick days

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401(k)

Medical insurance

Job summary

Transdev in San Rafael, CA is seeking a Call Center Manager to lead the call center unit, supervise information and intake, trip reservations, and customer service for Marin Access programs. The CCM ensures staff performance and quality by training, coaching, and monitoring to meet company and industry KPIs.

The role offers a competitive compensation package of $64,000–$79,000 with exempt status, plus standard benefits.

Qualifications

High school diploma or equivalent (GED) required.
Minimum of four (4) years of relevant leadership experience in a customer service or call center environment.
Experience in coaching, mentoring and fostering a positive work environment.
Ability to make sound business judgments within established policies.
Excellent interpersonal and written/verbal communication skills.
Strong leadership and analytical skills.
Knowledge of Microsoft applications (Word, Excel, Access, PowerPoint).
Travel requirement: <5%.

Responsibilities

Schedule employees and departmental functions to ensure adequate coverage within budget.
Ensure accurate and timely departmental data collection and reporting.
Address performance issues through progressive discipline with HR.
Perform live and recorded observations of interactions with customers.
Drive team results through coaching and performance reviews.
Develop regular data reports and establish goals for staff and departments.
Host regular meetings to discuss performance and action plans.