Call Center Operations Leader – Customer Experience

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

Benefits offered by this job

Two weeks vacation

Sick days 5

Holidays 12 days

401(k) plan

Medical insurance

Dental & Vision

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev North America in Chicago, IL is seeking a Call Center Manager to oversee day-to-day call center operations, staffing, and service delivery. You will supervise representatives, coach agents, and ensure adherence to client requirements and policies.

The role includes monthly reporting, maintaining service standards, scheduling, and continuous improvement initiatives to enhance customer satisfaction and efficiency. Strong leadership and communication skills are essential for success.

Qualifications

• Bachelor's degree preferred; high school education, GED or equivalent.
• Excellent written and oral communication skills.
• Computer literate with the capacity to learn new software.
• Must be able to work shifts or flexible schedules.

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 and document effectively.
• Develop and revise customer service manuals, training modules and procedures.
• Provide timely and constructive performance feedback to employees.
• Document issues professionally and actively.
• Manage scheduling and communications to resolve customer inquiries and scheduling issues.
• Review daily data entry for accuracy.
• Hire, onboard, and train call center personnel.
• Analyze call center data and prepare reports and presentations.
• Lead team meetings and ensure adequate coverage.

Skills

Communication

Written & verbal

Computer literacy

Education

Bachelor's degree preferred; high school diploma or GED acceptable

Job description

Transdev North America in Chicago, IL is seeking a Call Center Manager to oversee day-to-day call center operations, staffing, and service delivery. You will supervise representatives, coach agents, and ensure adherence to client requirements and policies.

The role includes monthly reporting, maintaining service standards, scheduling, and continuous improvement initiatives to enhance customer satisfaction and efficiency. Strong leadership and communication skills are essential for success.