Operations Manager
NOTE: The following position is for a proposed new/future business within Transdev. Only candidates meeting the work experience requirements will be considered.
The Operations Manager reports directly to the General Manager and is responsible for the daily oversight of call center operations. This includes route supervision support, supervision of staff and call center agents, effective communication with internal and external stakeholders, coaching employees for optimal performance, and assisting with all operational functions in the absence of the General Manager. The Operations Manager must ensure adherence to company policies, maintain service quality standards, and operate within the established budget. This position is based in Chicago, IL .
Transdev is proud to offer:
Competitive compensation package of minimum $67,620.80 - maximum $71,219.20
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, and voluntary long-term disability.
Benefits may vary depending on the location policy. The above represents the standard Corporate Policy.
Key Responsibilities
Establish high standards for productivity, quality, and customer service, and develop user guidelines to support these expectations.
Develop and support systems for customer interaction and call flow management; lead implementation processes.
Collect, summarize, and analyze call center trends and performance data to support operational reporting.
Improve call center performance through monitoring, problem resolution, system audits, and quality assurance measures.
Partner with Human Resources by participating in candidate interviews and providing clear job expectations for new hires.
Oversee system maintenance and support upgrades; coordinate repairs and troubleshooting as needed.
Prepare call center performance reports using call agent metrics and operational data.
Conduct individual performance reviews and evaluate overall team effectiveness with upper management.
Support call center agents in resolving escalated or challenging customer service issues.
Monitor team performance and provide tools, training, or coaching to improve productivity.
Determine call center operational strategies by reviewing team results and organizational objectives.
Maintain and enhance call center operations by monitoring system performance and resolving operational issues.
Present monthly and annual call center action plans, goals, and progress updates.
Engage in continuous professional development through company workshops, industry trend analysis, and team projects.
Qualifications
Bachelor's Degree preferred.
3+ years of supervisory experience required.
Customer service and call center experience preferred.
Motivated, self-directed, and able to manage multiple priorities.
Excellent verbal communication and interpersonal skills.
3+ years of call center experience preferred.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodation for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact mailto:us.HR.TalentAcquisition@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 everyday 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 accommodation 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.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions upon request.
California applicants: Please https://transdevna.com/california-employee-privacy-policy/ for CA Employee Privacy Policy.
Job Category: General Managers
Job Type: Full Time
Req ID: 7279
Pay Group: VDD
Cost Center: NONE
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 https://transdevna.com/california-employee-privacy-policy/ for CA Employee Privacy Policy.
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 https://www.youtube.com/watch?v=ilO5cv0G4mQ&feature=youtu.be.
