Operations Manager-New Business Opportunity
About The Position
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.
Requirements
- 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.
- 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
- 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.
Benefits
- Competitive compensation package of minimum $67,620.80 – maximum $71,219.20
- Vacation: minimum of two (2) weeks
- Sick days: 5 days
- Holidays: 12 days; 8 standard and 4 floating
- 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, and voluntary long-term disability
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
