Transit Call Center Manager — Lead CX & Operations

Transdev North America, Inc.; Portland (OR); On-site; USD 80,000 - 88,000; Full time

Benefits offered by this job

Vacation 2 weeks

Sick days 5

Holidays 12 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, Inc. seeks a Call Center Manager to lead the TriMet LIFT Call Center’s customer service and reservations teams. You will supervise staff, plan schedules, monitor performance, and coordinate with other departments to meet requirements. You may oversee broader operations in the Division Manager’s absence.

You will coach staff, resolve issues, review data for trends, and help manage the call center budget while ensuring service quality and adherence to standards.

Qualifications

• High school diploma or GED required.
• At least three years of relevant supervisory experience in transit required.
• Proficiency with MS Word, Excel and relevant database programs.

Responsibilities

• Lead the daily work of customer service and reservations staff, including department supervisors.
• Plan staffing and schedules to support service demand and performance requirements.
• Monitor results against TriMet and Transdev standards; identify gaps and take corrective action.
• Coach employees, evaluate performance, address employee concerns, and support hiring for authorized positions.
• Work with dispatch, scheduling, and other teams to resolve service issues and improve the customer experience.
• Review call center data, identify trends, and improve workflows.
• Help develop and manage the call center budget.
• Perform other duties as assigned.

Skills

Staff supervision

Coaching

Customer service

Communication

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Databases

Job description

Transdev North America, Inc. seeks a Call Center Manager to lead the TriMet LIFT Call Center’s customer service and reservations teams. You will supervise staff, plan schedules, monitor performance, and coordinate with other departments to meet requirements. You may oversee broader operations in the Division Manager’s absence.

You will coach staff, resolve issues, review data for trends, and help manage the call center budget while ensuring service quality and adherence to standards.