CSC Operations Leader — Growth, Safety & Service

Summit School Services LLC; New Hampton (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Summit School Services LLC is seeking an experienced CSC Operations Manager to oversee our call center operations for school transportation services in New Hampton, NY. You will lead a team, align operations with district goals, and drive performance, safety, and customer satisfaction.

The role requires 3+ years of supervisory experience with P&L oversight, a Bachelor's degree (MBA preferred), and strong leadership to build partnerships with districts and communities while ensuring compliance

Qualifications

• Bachelor's degree in business administration, management or related field or 10 years of comparable experience; MBA preferred
• At least 3 years of supervisory experience and P&L oversight
• Proven ability to meet service delivery expectations including customer and safety
• Bi-lingual abilities a plus
• Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
• Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel.
• Knowledge of customer service best practices to build strong customer relationships
• Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
• Knowledge of leadership and management practices and techniques.

Responsibilities

• Delivers overall performance and results for the CSC.
• Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
• Ensures the CSC is a "customer-centric" team that is focused on building strong and effective partnerships
• Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
• Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input.
• Review budgets and develop the annual operating plan business review.
• Develop short and long-range business plans to increase incremental business, revenues and margins.
• Directs, coaches and develops CSC staff including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator and Safety Supervisor to obtain the required skills and abilities to act independently in their job assignments.
• Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
• Creates a culture of safety while providing a high quality of service.
• Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns
• Meets regularly with school district administrators to review service quality and performance.
• Enhances and builds on current customer relationships to ensure customer retention.
• Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
• Other duties as assigned

Skills

Supervisory experience

P&L oversight

Customer service

Bi-lingual

Risk assessment

Leadership

Education

Bachelor's degree in business administration or related field

Job description

Summit School Services LLC is seeking an experienced CSC Operations Manager to oversee our call center operations for school transportation services in New Hampton, NY. You will lead a team, align operations with district goals, and drive performance, safety, and customer satisfaction.

The role requires 3+ years of supervisory experience with P&L oversight, a Bachelor's degree (MBA preferred), and strong leadership to build partnerships with districts and communities while ensuring compliance