Transit Operations Control Center Leader

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

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.