Operations Control Center General Manager

Transdev; Phoenix (AZ); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

2 weeks vacation

5 sick days

7 holidays

401(k)

Medical

Dental

Vision

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev in Phoenix, AZ is seeking an Operations Control Center General Manager to oversee the day-to-day operations of the Public Transit Control Center, ensuring safe and reliable transportation for passengers.

The role leads Supervisors, Controllers, and Data Collection teams, develops staff, analyzes performance data, and collaborates with client and transit partners to optimize service and performance in a fast-paced environment.

Qualifications

• Bachelor’s degree required.
• Minimum 5 years managing a call center or equivalent.
• Flexible schedule including weekends and holidays.
• Working knowledge of DOT rules and regulations.
• Excellent written and verbal communication skills.
• Proficient in MS Office (Word, Excel, PowerPoint, Access).
• Experience with analyzing historical data and developing reports.
• Ability to establish and maintain client and partner relationships.
• Subject to DOT drug testing as applicable.

Responsibilities

• Provides Leadership to the operations control center.
• Develops staff for peak performance through training and coaching.
• Provides hands-on supervision of the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team.
• Develops and consistently maintains policies and procedures.
• Maintains staffing levels to ensure adequate telephone coverage.
• Analyzes operational data and makes recommendations to senior leadership to streamline processes.
• Reviews and conducts performance evaluations for direct reports.
• Collaborates with transit locations to address service issues.
• Ensures daily metrics are met and staff are performance managed.

Skills

Leadership

Communication

Problem solving

Flexibility

Education

Bachelor's Degree

Tools

MS Office

Job description

Operations Control Center General Manager

Transdev in Phoenix, AZ is hiring an Operations Control Center General Manager to oversee the day‑to‑day operations of the Public Transit Control Center to ensure reliable and safe transportation services for all passengers who utilize public transportation.

Compensation & Benefits

Competitive compensation package of minimum $90,000 – Maximum $100,000.

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 7 days
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability.

Key Responsibilities

• Provides Leadership to the operations control center.
• Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees.
• Provides hands‑on supervision of the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team.
• Develops and consistently maintains policies and procedures.
• Maintains staffing levels to ensure adequate telephone coverage – reviews staffing on a consistent basis to ensure control center is optimally staffed.
• Reviews and revises staff performance requirements.
• Analyzes operational data and makes recommendations to senior leadership to streamline processes.
• Reviews and conducts performance evaluations for direct reports.
• Assists client with various projects and requests.
• Maintains and improves operations through innovation, developing staff, and addressing deficiencies.
• Accomplishes call center objectives by enforcing policies and procedures.
• Ensures daily metrics are met.
• Ensures staff are performance managed if not meeting performance standards.
• Identifies training opportunities and deficiencies and ensures staff is properly trained.
• Manages by periodically walking around; be visible to answer questions and handle escalated calls & issues above the level of Supervisors.
• Attends meetings & conference calls with client.
• Supplies operational reports per leadership request.
• Addresses employee issues with professionalism and confidentiality.
• Collaborates and partners with transit locations including operations, maintenance, dispatch and safety teams to address service issues.
• Prioritizes and delegates work.
• All other duties as assigned by senior leadership.

Qualifications

• Bachelor’s Degree or higher.
• 5 years minimum experience managing a call center environment or comparable experience.
• Able to work a flexible schedule, including weekends and holidays.
• Must have a working knowledge of FTA rules and regulations.
• Excellent written, verbal and communication skills.
• Critical thinking and problem‑solving skills.
• MS Office; Word, Excel, PowerPoint, Access or similar database.
• Experience with analyzing historical data and developing reports.
• Establish and maintain effective working relationships with clients, managers, supervisors, subordinates and the transit business partners.
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Requirements

• Must be able to work shifts or flexible work schedules as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be indoors.

Additional Information

California applicants: Please click here for CA Employee Privacy Policy.

Drug‑free workplace. Applicants must be eligible to work in the U.S. without restrictions, pass a drug screen and background check.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicles and fleets, and deliver on mobility solutions.