Call Center Manager

Transdev • Portland, OR

8d • $68,000 - $85,000

About The Position

We are proactively seeking qualified candidates for future opportunities in the Call Center Manager role in Portland, Oregon supporting the TriMet LIFT Call Center contract. Due to the critical nature of this position, we are building a candidate pool to support potential upcoming needs.
Candidates may be considered for temporary or regular openings as they arise.
The Call Center Manager reports directly to the Assistant General Manager in fulfilling daily call center operations including but not limited to customer service supervision, reservations supervision, effective communication with internal and external customers, and coaching employees for optimal performance, managing the entire operation in the absence of the Assistant General Manager, complying with all Company policies and managing the operation within the budgetary plan for the location.

Requirements

• High school diploma or equivalent, such as GED, required
• 3 or more years of relevant transit supervisory experience required
• Thorough knowledge of transit system regulations and operations.
• Working knowledge and proficiency with Microsoft Word, Excel and relevant database programs
• Good written and oral communication skills
• Ability to organize and perform work efficiently, strong attention to details
• 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.
• Subject to a 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.
• 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.

Responsibilities

• Supervises daily activities of all personnel in the customer service and reservations departments.
• Oversees scheduling of reservationists, monitors operations and coordinates delivery of service with superiors.
• Works closely with the department supervisors to ensure that all operation service requirements are met.
• Track, compile and analyze performance; handle interdepartmental issues; resolve employee issues and improve processes.
• Makes hiring decisions for authorized roles; evaluates the work performance of staff; ensures the timely and efficient completion of all assigned tasks.
• Develops Operations department budget.
• Other duties as required.

Benefits

• Competitive compensation package of minimum $68,000 – maximum $85,000
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 11-50 employees