Call Center ManagerThe Call Center Manager manages the day-to-day operations of the telephone call center, monitoring agent activities and queue status to adjust staffing. They direct employees as necessary to provide excellent Customer Service. They also ensure quality assurance on customer focus and booking accuracy metrics, maintaining and exceeding the goal of 90% in each. This position is located in San Jose, CA.
Transdev is proud to offer: - Competitive compensation package of minimum $100,000 - maximum $110,000
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, and voluntary long-term disability.
Responsibilities: - Oversees all aspects of the Call Processing Unit. Ensures Call Processing Unit contractual requirements are met or exceeded.
- Review, revise, and implement policies and procedures for the Call Processing Unit according to the contract.
- Coordinating training plans for new hires and cross-training as needed within the department.
- Coordinating monthly department meetings.
- Other duties as assigned.
Qualifications: - Minimum of three years' experience working as a supervisor or manager in a Call Center environment.
- High School diploma or equivalent
- Must have knowledge of telecommunications equipment and automated scheduling and dispatch system
- Excellent communication and negotiation skills, ability to influence without authority.
- Must be able to work in a team-oriented environment.
- Must be dependable and proficient in time management, meeting deadlines, and multi-tasking.
- Must be able to work a flexible schedule, which may include weekends.
- Exceptional customer service skills and professional customer-focused telephone manners.
Physical Requirements: The essential functions of this position require the ability to:
- The Call Center Manager must be able to work a flexible schedule, including shifts outside regular business hours when operational needs require.
- This is primarily an indoor position involving extending periods of computer and telephone work. The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
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 at 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.
Job Category: Management
Job Type: Full Time
Req ID: 9368
Pay Group: QQP
Cost Center: 352
