Call Center Lead

Job Overview

Transdev in San Rafael, CA is hiring a Call Center Lead. The Lead oversees Reservations agents, supports Travel Navigation, and performs duties as needed, ensuring coverage during all call center operation hours.

• Demonstrate exemplary adherence to all internal policies and procedures, applicable laws and regulations.
• Ensure telephone coverage during operating hours.
• Assist representatives in providing information, resources, and high-level customer service.
• Support day‑to‑day operations to ensure full service provision within corporate policy and contract requirements.
• Investigate client complaints related to call center, summarise reports, and enter responses into tracking system.
• Address staff performance issues through coaching and best practice demonstration with the Call Center Manager.
• Perform live and recorded observations of employee interactions with customers.
• Report inter‑departmental issues to the Call Center Manager.
• Develop and provide ongoing data reports, metrics, quality results; establish goals/targets for employees and departmental functions.
• Maintain effective understanding of service areas and the services provided.
• Work closely with the Call Center Manager for successful completion of all functions.
• Perform other duties as delegated.

• High school diploma or equivalent (GED).
• Leadership experience in a customer service or call center environment.
• Excellent interpersonal skills and ability to work with and manage a variety of people.
• Knowledge of Marin Access programs.
• Understanding of ADA requirements for public transit.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office:
  Word, Excel, Access, PowerPoint.
• Maintains a high level of confidentiality.
• Travel