Call Center Manager

Transdev North America; Chicago (IL); On-site; USD 67,000 - 80,000; Full time

Benefits offered by this job

Two weeks vacation

Sick days 5

Holidays 12 days

401(k) plan

Medical insurance

Dental & Vision

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev North America in Chicago, IL is seeking a Call Center Manager to oversee day-to-day call center operations, staffing, and service delivery. You will supervise representatives, coach agents, and ensure adherence to client requirements and policies.

The role includes monthly reporting, maintaining service standards, scheduling, and continuous improvement initiatives to enhance customer satisfaction and efficiency. Strong leadership and communication skills are essential for success.

Qualifications

• Bachelor's degree preferred; high school education, GED or equivalent.
• Excellent written and oral communication skills.
• Computer literate with the capacity to learn new software.
• Must be able to work shifts or flexible schedules.

Responsibilities

• Assure quality of operations including leading CSR staff, training, monitoring, and coaching to resolve customer service issues and compliance with policies and procedures.
• Resolve escalated customer related concerns and document effectively.
• Develop and revise customer service manuals, training modules and procedures.
• Provide timely and constructive performance feedback to employees.
• Document issues professionally and actively.
• Manage scheduling and communications to resolve customer inquiries and scheduling issues.
• Review daily data entry for accuracy.
• Hire, onboard, and train call center personnel.
• Analyze call center data and prepare reports and presentations.
• Lead team meetings and ensure adequate coverage.

Skills

Communication

Written & verbal

Computer literacy

Education

Bachelor's degree preferred; high school diploma or GED acceptable

Job description

Transdev in Chicago, IL is hiring a Call Center Manager. The Call Center Operations Manager is responsible for the day-to-day operation of the call center and has oversight for call center representatives and staffing of the call center. This role is also responsible for monthly reporting, ensuring customer service standards are upheld, and that client communication requirements are met.

Transdev Is Proud To Offer

• Competitive compensation package of minimum $67,000 - Maximum $80,000

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

• Assure quality of operations including leading CSR staff, training, monitoring, and observing customer phone calls and coaching to resolve customer service issues and compliance with policies and procedures
• Resolve escalated customer related concerns & document
• Develop and revise customer service manuals, training modules and procedures
• Provides employees timely and constructive performance feedback
• Professionally and actively documents issues.
• Resolves customer inquiries relating to scheduling and eligibility; communicates resolution to customers.
• Review daily data entry to verify accuracy.
• Hire, onboard, and train call center personnel.
• Analyze call center data and prepare reports and presentations.
• Lead team meetings.
• Prepare work schedules to ensure sufficient coverage.
• Represent Transdev in a professional manner to our service partners and the community.
• Other duties as required.

Qualifications

• Bachelor's degree preferred; High school education, GED or equivalent
• Minimum of 2 years of call center supervisor experience, or relevant experience, preferably in the transportation industry
• Excellent written and oral communication skills
• Computer literate with the capacity to learn new software
• Must be able to work shifts or flexible work schedules as needed.
• 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:

• Sit for extended periods (up to 6-8 hours per day).
• Push and pull objects up to 15 pounds, occasionally throughout the workday; lift material weighing up to 10 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 [e-mail]

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. TransdevU.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.

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.

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

Job Category

Management

Job Type

Full Time

Work Type

No Remote

Req ID

8894

Pay Group

VDD

Cost Center

233