BACO Operations Manager - Wicomico
Description
BACO Operations Manager
Transdev in Baltimore, Maryland is hiring a BACO Operations Manager. The BACO Operations Manager assists passengers with situations including, but not limited to, directions, information and mobility devices. We are seeking customer service-oriented professionals who are dedicated to safety. The BACO Operations Manager reports directly to the Project Manager in fulfilling daily operations including but not limited to route supervision, staff, and operator (Taxi) supervision, effective communication with internal and external customers and coaching employees for optimal performance, managing the entire operation, complying with all Company and Baltimore County policies.
Transdev is proud to offer:
Non-CBA Position:
- Competitive compensation package of minimum $55,000 - Maximum $58,000
Benefits Include:
- Vacation: minimum of two (2) weeks
- Sick days: 5 days
- Holidays: 12 days; 8 standard and 4 floating
- 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:
- Assure quality of operations including leading CSR staff, training, monitoring, and observing customer phone calls and coaching to resolve customer service issues and compliance with policies and procedures
- Resolve escalated customer related concerns and document
- Develop and revise customer service manuals and procedures
- Primary point of contact for maintaining No Shows policy
- Professionally and actively documents issues
- Resolves customer inquiries relating to transportation; communicates resolution to customers
- Review daily paperwork to verify accuracy
- Ensures that delays in service are recorded and communicated
- Ensure all accidents or breakdowns are handled appropriately
- Communicates job requirements and expectations
- Other duties as required
MINIMUM REQUIREMENTS:
- High school education, GED or equivalent
- Minimum of 2 years of call center supervisor experience, preferably in the transportation industry
- Experience dealing with the Union and working in the transportation industry a must
- Detail oriented, well organized, and possess effective time management skills
- Proven customer service and interpersonal skills a must
- Trapeze experience a plus
- Ability to manage customer relationships, provide strong customer service skills and work in a fast-paced team environment
- Ability to interact professionally with internal and external customer on all levels and be able to work well with diverse groups
- Must be able to work flexible hours or shifts
- Excellent written and oral communication skills
- Computer literate with the capacity to learn new software
- Must be able to work shifts or flexible work schedules as needed
- Subject to a 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 DEMANDS:
The essential functions of this position require the ability to:
- Sit for extended period (up to 6 - 8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
- Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
- Must be able to sit or stand for long periods of time.
- Must be able to work 50% indoors and 50% out of outdoors.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.jobs@transdev.com
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
- Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
- Successfully pass a pre-employment drug screen.
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
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 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.
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 or any other classification protected by federal, state, or local law.
The physical demands described here are representative of those that must be met by an employee to successfully perform te 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 Click Here for CA Employee privacy Policy.
