Call Center Operations Manager
Description
As Caller Center Operations Manager, you will directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customers and client through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily Call Center Operations.
Salary: $80,000
Positions offers Medical, Dental, and Life other voluntary benefits
Responsibilities
· Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
· Establish a high standard for productivity, quality, customer service as well as define user guidelines.
· Develop company systems for customer interaction and voice response and control the implementation process.
· Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
· Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
· Summarize, collect and analyze call center trends and data for regular performance reports.
· Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
· Prepares call center performance reports by collecting and analyzing call agents’ data.
· Evaluates individual performance reviews and overall team effectiveness with upper management.
· Helps call agents with challenging customer service issues.
· Monitors team performance and provide tools if necessary.
· Determines call center operational strategies by evaluating team results and objectives.
· Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
· Presents monthly and annual call center action plans and objectives.
· Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Qualifications
· Bachelor’s Degree preferred
· 3+ years of supervisory experience
· Customer service and Call center experience preferred
· Motivated self-starter
· Excellent verbal communication skills
· 3+ years of call center experience preferred
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 thank 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.
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.
California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.
