Call Center Manager

Transdev; San Jose (CA); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Vacation: 2 weeks

Sick days: 5 days

Holidays: 12 days (8 standard and 4浮動)

401(k) retirement plan

Medical, dental and vision

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev is seeking a Call Center Manager in San Jose, CA to oversee day-to-day operations of the telephone call center, monitor agent activity and queue status, and guide staffing to deliver excellent customer service and 90% booking accuracy.

You will direct staff, implement policies for the Call Processing Unit, coordinate training and monthly meetings, and ensure contractual requirements are met while maintaining flexible scheduling including weekends.

Qualifications

• Minimum of three years’ experience working as a supervisor or manager in a Call Center environment.
• High School diploma or equivalent
• Must have knowledge of telecommunications equipment and automated scheduling and dispatch system
• Excellent communication and negotiation skills, ability to influence without authority.
• Must be able to work in a team-oriented environment.
• Must be dependable and proficient in time management, meeting deadlines, and multi-tasking.
• Must be able to work a flexible schedule, which may include weekends.
• Exceptional customer service skills and professional customer-focused telephone manners.

Responsibilities

• Oversees all aspects of the Call Processing Unit. Ensures Call Processing Unit contractual requirements are met or exceeded.
• Review, revise, and implement policies and procedures for the Call Processing Unit according to the contract.
• Coordinating training plans for new hires and cross-training as needed within the department.
• Coordinating monthly department meetings.
• Other duties as assigned.

Skills

Communication skills

Negotiation skills

Teamwork

Time management

Multitasking

Flexibility

Customer service

Education

High School diploma or equivalent

Tools

Telecommunications equipment

Automated scheduling/dispatch system

Job description

Call Center Manager

The Call Center Manager manages the day-to-day operations of the telephone call center, monitoring agent activities and queue status to adjust staffing. They direct employees as necessary to provide excellent Customer Service. They also ensure quality assurance on customer focus and booking accuracy metrics, maintaining and exceeding the goal of 90% in each. This position is located in San Jose, CA.

Transdev is proud to offer:

• Competitive compensation package of minimum $100,000 – maximum $110,000

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, and voluntary long-term disability.

Responsibilities:

• Oversees all aspects of the Call Processing Unit. Ensures Call Processing Unit contractual requirements are met or exceeded.
• Review, revise, and implement policies and procedures for the Call Processing Unit according to the contract.
• Coordinating training plans for new hires and cross-training as needed within the department.
• Coordinating monthly department meetings.
• Other duties as assigned.

Qualifications:

• Minimum of three years’ experience working as a supervisor or manager in a Call Center environment.
• High School diploma or equivalent
• Must have knowledge of telecommunications equipment and automated scheduling and dispatch system
• Excellent communication and negotiation skills, ability to influence without authority.
• Must be able to work in a team-oriented environment.
• Must be dependable and proficient in time management, meeting deadlines, and multi-tasking.
• Must be able to work a flexible schedule, which may include weekends.
• Exceptional customer service skills and professional customer-focused telephone manners.

Physical Requirements:

The essential functions of this position require the ability to:

• 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.

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 us at [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. 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 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.

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

Management

Job Type

Full Time

Req ID

9368

Pay Group

QQP

Cost Center

352

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.