Call Center Manager - Elevate CX & Team Performance

Transdev; San Rafael (CA); On-site; USD 64,000 - 79,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k)

Medical, dental and vision

Life insurance

Job summary

Transdev in San Rafael, CA, is seeking a Call Center Manager to provide direct supervision and leadership to the call center unit, overseeing information intake, trip reservations, and customer service for Marin Access programs. The CCM will drive performance, coach staff, and manage KPIs in alignment with company and industry best practices.

The role requires strong leadership, communication, and analytical skills, with proficiency in Microsoft Office and a commitment to quality service.

Qualifications

• High school diploma or GED required.
• 4+ years leadership experience in customer service or call center.
• Experience in coaching and team development.
• Strong communication and interpersonal skills.
• Knowledge of Microsoft Office suite.

Responsibilities

• Schedule staff to ensure coverage and control overtime.
• Ensure accurate data collection and reporting.
• Address performance issues with HR guidance.
• Perform live and recorded customer interactions review.
• Monitor KPIs and provide regular reports to management.
• Conduct annual performance appraisals for direct reports.

Skills

Leadership

Customer service

Communication

Data analysis

Training

Problem solving

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Access

PowerPoint

Job description

Transdev in San Rafael, CA, is seeking a Call Center Manager to provide direct supervision and leadership to the call center unit, overseeing information intake, trip reservations, and customer service for Marin Access programs. The CCM will drive performance, coach staff, and manage KPIs in alignment with company and industry best practices.

The role requires strong leadership, communication, and analytical skills, with proficiency in Microsoft Office and a commitment to quality service.