Call Center Ops Lead – Performance & Coaching

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

Benefits offered by this job

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev North America in San Rafael, CA is seeking a Call Center Manager to lead the call center unit, overseeing information intake, trip reservations, and customer service for Marin Access programs. You will train staff, monitor performance, and drive KPI-based improvements to ensure high service quality.

This exempt role reports to executive management. The role requires strong leadership, excellent communication, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Minimum of four (4) years of leadership experience in a customer service or call center environment.

Responsibilities

• Schedule staff and departmental functions to ensure coverage within budget.
• Ensure accurate and timely data collection and reporting.
• Address performance issues with HR approval and progressive discipline.
• Perform live and recorded quality observations of customer interactions.
• Develop and monitor KPIs and provide regular performance reports to leadership.
• Lead meetings with direct reports to review results and action plans.
• Maintain confidentiality of all information and ensure compliance with policies.

Skills

Leadership

Customer service

Coaching

Communication

Analytical skills

Microsoft Office

Education

High school diploma or GED

Tools

Word

Excel

Access

PowerPoint

Job description

Transdev North America in San Rafael, CA is seeking a Call Center Manager to lead the call center unit, overseeing information intake, trip reservations, and customer service for Marin Access programs. You will train staff, monitor performance, and drive KPI-based improvements to ensure high service quality.

This exempt role reports to executive management. The role requires strong leadership, excellent communication, and the ability to manage multiple tasks in a fast-paced environment.