Operations Control Center General Manager

Transdev; Phoenix, Northern (AZ, KY); Hybrid; USD 95,000 - 115,000; Full time

Benefits offered by this job

Vacation

Sick days

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 lead the day-to-day operations of the Public Transit Control Center, ensuring reliable and safe service for riders. You will oversee supervisors and data teams, develop policies, and maintain staffing to meet daily targets.

The role requires a Bachelor’s degree and 5+ years managing an operations control center or similar environment, with a flexible schedule including weekends and holidays.

Qualifications

• Bachelor’s Degree or higher required.
• 5+ years managing an Operations Control Center environment or comparable experience.
• Flexible schedule including weekends and holidays.
• Working knowledge of FTA rules and regulations.
• Excellent written, verbal and communication skills.
• Proficient in MS Office and related tools.
• Experience with analyzing historical data and developing reports.
• Subject to DOT drug testing as applicable.

Responsibilities

• Provides Leadership to the operations control center.
• Develops staff for peak performance through orienting, training, coaching, and evaluating.
• Oversees Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team.
• Develops and maintains policies and procedures.
• Maintains staffing levels for adequate telephone coverage and optimal control room staffing.
• Reviews and updates staff performance requirements.
• Analyzes operational data and makes recommendations to streamline processes.
• Conducts performance evaluations for direct reports.
• Collaborates with client on projects and requests.
• Improves operations through innovation and staff development.
• Ensures call center objectives and daily metrics are met.
• Manages escalations and communicates with client.
• Prepares operational reports per leadership requests.

Skills

Leadership

Communication

Flexibility

FTA regulations knowledge

MS Office

Data analysis

Team management

Problem solving

Collaboration

Education

Bachelor’s Degree or higher

Tools

MS Office Suite

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.

Benefits

Transdev is proud to offer a competitive compensation package of minimum $95,000 – Maximum $115,000.

• 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.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

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
• Ensure 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 yr. minimum experience managing a Operations Control 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

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ.

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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please for CA Employee Privacy Policy.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.