The Call Center Manager shall be the person in charge of all management and dayto-day operations of the ACCESS Service Call Center as well asproviding expertise and customer service support to the Supervisors, Support Staff, and Customer Care Representatives (CCRs). The Manager will ensure production, quality, and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures.
This is for proposed business and all offers are contingent upon Transdev's award of the contract.
Manage, develop and provide continuous coaching to a tea of Supervisors, Support Staff, and CCRs in order to meet/exceed call center performance expectations and goals.
Supervise, hire, motivate, assign and monitor work, train, provide guidance, etc. of assigned staff and ensure department and company policies, procedures and standards of performance are followed.
Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, documented coaching sessions, performance reviews, and disciplinary actions.
Meet with management to review metrics, quality results, establish goals/targets, address, as well as focus on areas of opportunities and development.
Host regular meetings with direct reports in an open forum to discuss performance results, opportunities, create action plans, and promote teamwork.
Ability to report Key Performance Indicators that represent overall performance at Business Review meetings to the Executive Team monthly.
Identify additional training opportunities to assist staff in reaching maximum potential.Conduct performance appraisals annually on each direct report.
Approve staff time through payroll system.
Develop/implement promotions/incentives for employees to foster teamwork, morale, and drive performance results.
Meet call center financial objectives by estimating requirements, preparing an annual budget, analyzing variances, and initiating corrective actions to ensure compliance.
Analyze statistical call center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans.
Understand call center work processes and continuously review those processes for efficiency.
Initiate recommendations for process improvement opportunities.
Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.
Participate in cross functional projects and assignments to develop processes/procedures that will drive efficiency, reduce cost and create client satisfaction.
Other duties as assigned.
Education, Licensing, and Certifications Required:
High school diploma or equivalent, such as GED, required.
Bachelor’s degree or equivalent experience preferred.
Experience, Skills, and Knowledge Required:
At least 5 years supervisory experience in ADA paratransit reservations and scheduling or a combination of ADA paratransit experience and experience in a related industry.
At least 3 years' experience in Call Center supervision of 10 or more call center agents is required.
Expertise in Call Center reporting, knowledge of standard call center metrics, and ability to perform statistical analysis to diagnose call center and agent performance is required.
Experience with recruiting, discipline management and termination process
Experience dealing with conflict management.
Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures.
Demonstrated ability to manage multiple priorities in a fast-paced environment
Ability to make sound business judgments
Excellent interpersonal skills and ability to work with and manage a variety of people.
Strong managerial and training experience.
Excellent communication skills both written and verbal.
Excellent public speaking and presentation skills.
Strong leadership and analytical skills.
Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
Ability to maintain a high level of confidentiality.
Travel requirement (as a percent): <5% travel between properties and for meetings and outside training.
Must be able to work shifts or flexible work schedules as needed.
100% of work is accomplished indoors and in air conditioned or well-ventilated facilities.
Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
For more information please visit our website at www.transdevna.com/careers
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.
EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm
Drug free workplace
If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check
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If you require any ADA accommodations to apply online, please contact your local Human Resources Representative. 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.
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Job Locations US-CA
Posted Date 2 months ago (4/28/2020 1:21 PM)
Requisition ID 2020-12607
Position Category Management & Above
Hiring Manager Nathan Slater
Company/Division Transdev Services