Transdev

  • Call Center Manager

    Job Locations US-FL-Naples
    Posted Date 3 weeks ago(6/26/2018 3:52 PM)
    Requisition ID
    2018-8491
    Position Category
    Management & Above
    Internal Code
    #TNA
    Internal Reference
    921
    Internal Code 3
    Ind1
    Company/Division
    Transdev Services
  • Overview

    Transdev is seeking a Call Center Manager in Naples, FL. The Call Center Manager is responsible for meeting all contract goals associated with the call center.  Provides oversight of the day-to-day operations.  Manages and coaches a team of call center professionals.  Tracks activity and prepares and delivers reports on performance.  

     

    This is a fixed route and paratransit service with 27 vehicles.   

     

     

     This is for proposed business all offers are contingent upon Transdev's award of the contract. 

    Responsibilities

     

    • Manage and develop a team of  Customer Service Representatives to meet operational and contractual goals
    • Develop and analyze daily, weekly and monthly reports to assess and improve operations
    • Ensure reporting tools are the most effective and relevant for measuring performance
    • Develop short and long-term business and strategic plans and organizational structure within the Customer Service Center.
    • Ensure proper recruitment, training, staffing and technology to handle call volume and contractual requirements
    • Ensure effective initial and continuous training of Customer Service Representatives
    • Ensure continuous monitoring of employee performance standards with appropriate corrective action to meet contract requirements

    Other duties as required.

    Qualifications

    Education, Licensing, and Certifications Required:

    • High school diploma or equivalent, such as GED, required

     

    Education, Licensing, and Certifications Preferred:

    • Bachelor’s degree in Business, Public Administration or related field preferred

     

    Experience:

    • 3 years of Call Center management experience
    • Experience with PC’s, reservations & scheduling software, ACD phone systems
    • Experience with preparation of budgets
    • Thorough knowledge of Medicaid regulations
    • Excellent verbal, written and interpersonal skills
    • Excellent analytical skills

     

    Skills and Knowledge Required:

    • Working knowledge and proficiency with Microsoft Word, Excel and PowerPoint
    • Ability to generate and analyze reports
    • Strong written and oral communication skills; strong presentation skills

    Travel requirement (as a percent): <5% travel to meet the needs of the business

     

    Pre-Employment Requirements:

    • Must submit to drug testing and a background check

     

    Physical Requirements:

    • Will be available 24/7/365
    • 100% of work is accomplished indoors and in air conditioned or well ventilated facilities
    • Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
    • The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

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