Call Center Manager: Lead Customer Experience & Reservations

Transdev; Portland (OR); 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

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.