Operations Control Center General Manager

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

Benefits offered by this job

Vacation: 2 weeks

Sick days: 5 days

Holidays: 7 days

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America in Phoenix, AZ seeks an Operations Control Center General Manager to oversee the day-to-day operations of the Public Transit Control Center, ensuring reliable and safe transportation for all riders.

You will lead Supervisors, Controllers, and Data Collection teams; develop policies; maintain staffing; analyze data; and collaborate with the client and transit partners to address service issues.

Qualifications

• Bachelor’s Degree or higher.
• 5+ years experience managing a call center environment or comparable.
• Flexible schedule, including weekends and holidays.
• Working knowledge of FTA rules and regulations.
• Excellent written, verbal and communication skills.
• Critical thinking and problem solving.
• MS Office: Word, Excel, PowerPoint, Access or similar.
• Experience analyzing historical data and developing reports.
• Ability to establish and maintain relationships with clients, managers and partners.
• DOT drug testing compliance.

Responsibilities

• Provides leadership to the operations control center.
• Develops staff for peak performance through orientation, training, assignment, coaching and evaluating.
• Supervises the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team.
• Develops and maintains policies and procedures.
• Maintains staffing to ensure adequate telephone coverage.
• Reviews and revises staff performance requirements.
• Analyzes operational data and makes recommendations to senior leadership.
• Reviews performance evaluations for direct reports.
• Assists client with projects and requests.
• Improves operations through innovation and staff development.
• Ensures daily metrics are met and staff are performance managed.
• Identifies training opportunities and ensures staff is properly trained.
• Collaborates with transit locations to address service issues.
• Attend meetings and conference calls with client.
• Supply operational reports per leadership request.
• Address issues with professionalism and confidentiality.
• All other duties as assigned by senior leadership.

Skills

Call center management

Communication skills

Critical thinking

Problem solving

Education

Bachelor’s Degree or higher

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

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

Benefits

• 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 ensure 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
• Collaborate and partner 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 year 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.

Equal Employment Opportunity Statement

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.