Call Center Customer Service Manager

Call Center Customer Service Manager

Transdev is looking for a Call Center Customer Service Manager to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service. Transdev is proud to offer:

Competitive compensation package of minimum $73,000.00 – maximum $91,000.00. 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

Responsibilities:

• Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals
• Develops and monitors operations of the customer service center including policies and procedures, operating structure, and workflow
• Ensures the volume of work produced meets company standards and ensures customer satisfaction
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels
• Other duties as assigned

Qualifications:

Education, Licensing, and Certifications:

• Bachelor's degree or equivalent experience required

Experience, Skills, and Knowledge Required:

• Seven to ten years of relevant leadership experience in a customer service or call center environment
• Pleasant telephone voice/manner
• Strong written and oral communication skills
• Strong listening skills
• Ability to remain courteous with difficult or angry customers
• Strong computer knowledge/PC experience
• Ability to train, coach, and manage performance of staff
• Travel requirement <5% of time for occasional meetings or training

Physical Requirements:

• Work is accomplished indoors in air conditioned or well-ventilated facilities
• Sit, type, and look at a computer for extended periods (up to 6–9 hours per day)
• Must be able to communicate effectively in person, by phone, and in written correspondence
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer
• 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

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.

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.

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.