Call Center Manager

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

Benefits offered by this job

Vacation

Sick days

Holidays

401(k)

Medical

Dental

Vision

Life Insurance

Disability

Job summary

Transdev in Chicago, IL is hiring a Call Center Manager to oversee day-to-day operations of the call center and supervise staff.

You will handle monthly reporting, ensure customer service standards, and coordinate with clients to meet communication requirements.

The position offers a competitive salary range of $67,000–$80,000 with a comprehensive benefits package including vacation, sick days, holidays, 401(k) and health coverage.

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.
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable.

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 & document.
• Develop and revise customer service manuals, training modules and procedures.
• Provide 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.

Skills

Call center management

Staffing

Coaching

Customer service

Education

Bachelor’s degree preferred

Tools

MS Office

CRM software

Job description

Call Center Manager

Transdev in Chicago, IL is hiring a Call Center Manager. The Call Center Operations Manager is responsible for the day-to-day operationof 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.

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

Job Category: Management

Job Type: Full Time

Work Type: No Remote

The above statements are intended to describe the general nature and level of work being performed by 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 a overview video.