Call Center Operations General Manager Transdev in Phoenix, AZ is hiring a Call Center Operations General Managerto oversee the day-to-day operations of the Public Transit Control Center to ensure reliable and safe transportations services for all passengers who utilize public transportation. Transdev is proud to offer: • Competitive compensation package of minimum $90,000 - Maximum $100,000 Benefits include: • Vacation: minimum of two (2) weeks • Sick days: 5 days • Holidays: 7 days • Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy. Key Responsibilities: • Provides Leadership to the operations control center • Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees • Provides hands-on supervision of the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team. • Develops and consistently maintains policies and procedures • Maintains staffing levels to ensure adequate telephone coverage - Reviews staffing on a consistent basis to ensure control center is optimally staffed • Reviews and revises staff performance requirements • Analyzes operational data and makes recommendations to senior leadership to streamline processes • Reviews and conducts performance evaluations for direct reports • Assists client with various projects and requests. • Maintains and improves operations through innovation, developing staff, and addressing deficiencies • Accomplishes call center objectives by enforcing policies and procedures • Ensure daily metrics are met • Ensures staff are performance managed if not meeting performance standards • Identifies training opportunities and deficiencies and ensure staff is properly trained • Manages by periodically walking around.Be visible to answer questions and handle escalated calls & issues above the level of Supervisors • Attends meetings & conference calls with client • Supplies operational reports per leadership request • Addresses employee issues with professionalism and confidentiality • Collaborate and partner with transit locations including operations, maintenance, dispatch and safety teams to address service issues • Prioritizes and delegates work • All other duties as assigned by senior leadership Qualifications: • Bachelor's Degree or higher • 5 yr. minimum experience managing a call center environment or comparable experiance • Able to work a flexible schedule, including weekends and holidays • Must have a working knowledge of FTA rules and regulations • Excellent written, verbal and communication skills • Critical thinking and problem-solving skills • MS Office; Word, Excel, PowerPoint, Access or similar database • Experience with analyzing historical data and developing reports • Establish and maintain effective working relationships with clients, managers, supervisors, Subordinates, and the transit business partners • Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason. Physical Requirements: • Must be able to work shifts or flexible work schedules as needed. • The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen. • Work environment will be indoors Key Job Details: Job Category: General Managers Job Type: Full Time Req ID: 8440 Pay Group: VDD Cost Center: 709