Call Center Manager

Transdev; Portland, Northern (OR, KY); Hybrid; USD 80,000 - 88,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k) retirement plan

Medical insurance

Dental and vision

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev is seeking a Call Center Manager in Portland, Oregon to lead customer service and reservations for the TriMet LIFT Call Center. Reporting to the Division Manager, you will oversee daily performance, supervise staff, ensure service quality, and coordinate with other departments.

You will coach employees, resolve operational issues, and help ensure the team meets TriMet and Transdev requirements. Travel is <10% as needed.

Qualifications

• High school diploma or GED required.
• At least three years of relevant supervisory experience in transit required.
• Thorough knowledge of transit operations and applicable service requirements.
• Proficiency with Microsoft Word, Excel and relevant database programs.
• Strong communication, organization, problem-solving, and coaching skills.
• Ability to manage competing priorities with attention to detail.

Responsibilities

• Lead the daily work of customer service and reservations staff, including department supervisors.
• Plan staffing and schedules to support service demand and performance requirements.
• Monitor results against TriMet and Transdev standards; identify gaps and take corrective action.
• Coach employees, evaluate performance, address employee concerns, and support hiring for authorized positions.
• Work with dispatch, scheduling, and other teams to resolve service issues and improve the customer experience.
• Review call center data, identify trends, and improve workflows.
• Help develop and manage the call center budget.
• Perform other duties as assigned.

Skills

Staff supervision

Coaching

Communication

Problem-solving

Scheduling and planning

Budget management

Education

High school diploma or GED

Transit operations knowledge

Tools

Microsoft Word

Excel

Database programs

Job description

Call Center Manager

Transdev is seeking a Call Center Manager to lead customer service and reservations for the TriMet LIFT Call Center. Reporting to the Division Manager, this position is responsible for daily performance, employee supervision, service quality, and coordination with other departments. The Call Center Manager coaches staff, resolves operational issues, and helps ensure the team meets TriMet and Transdev requirements. The position may also oversee broader operations when assigned during the Division Manager’s absence.

Transdev is proud to offer:

• Competitive compensation package of minimum $80,000 – maximum $88,000

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:

• Lead the daily work of customer service and reservations staff, including department supervisors.

• Plan staffing and schedules to support service demand and performance requirements.

• Monitor results against TriMet and Transdev standards; identify gaps and take corrective action.

• Coach employees, evaluate performance, address employee concerns, and support hiring for authorized positions.

• Work with dispatch, scheduling, and other teams to resolve service issues and improve the customer experience.

• Review call center data, identify trends, and improve workflows.

• Help develop and manage the call center budget.

• Perform other duties as assigned.

• Travel requirement outside of immediate area (as a percent): <10%

Qualifications :

• High school diploma or GED required.

• At least three years of relevant supervisory experience in transit required.

• Thorough knowledge of transit operations and applicable service requirements.

• Proficiency with Microsoft Word, Excel and relevant database programs.

• Strong communication, organization, problem-solving, and coaching skills.

• Ability to manage competing priorities with attention to detail.

Physical Requirements:

• The Call Center Manager must be able to work a flexible schedule, including shifts outside regular business hours when operational needs require.

• This is primarily an indoor position involving extending periods of computer and telephone work. The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• 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.

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. 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.

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

Job Category: General Managers

Job Type: Full Time

Req ID: 9174

Pay Group: X60

Cost Center: 423

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.