Call Center Manager Job San Rafael area,California USA,Management

Transdev in San Rafael, CA, is hiring a Call Center Manager. The Call Center Manager (CCM) provides direct supervision and leadership to the call center unit. The CCM oversees information and intake, trip reservations, customer service foand r all Marin Access programs and services. The CCM manages the performance of the call center staff through effective training, continuing education, monitoring, and coaching/counseling according to the principles of Transdev Operations Management while utilizing contractual, company, and industry best-practice key performance indicators.

The Call Center department is comprised of travel navigation and trip booking functions. The CCM is responsible for achieving and maintaining departmental quality standards.

Transdev is proud to offer:

Competitive compensation package of minimum $64,000 – maximum $79,000 / Exempt

Benefits include:

Vacation:
One (1) week during the first year of employment, up to four (4) weeks per year after ten (10) years.
Sick days: 5 days annually
Holidays: 12 days; 9 standard and 3 floating
Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities:

Schedule individual employees and departmental functions to ensure adequate coverage while minimizing overtime within budget.
Ensure accurate and timely departmental data collection and reporting.
Address performance issues through progressive discipline in consultation with Human Resources.
Perform live and recorded observations of employee interactions with customers.
Apply all internal policies to the department, including its attendance policy.
Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, coaching sessions, and performance reviews.
Develops and provides ongoing data reports and metrics; establishes goals/targets for individual employees and departmental functions.
Host regular meetings with direct reports in an open forum to discuss performance results, opportunities, create action plans, and promote teamwork
Investigates in a timely manner all customer or client complaints and provides sum.mary reports
Monitors and report Key Performance Indicators that represent overall performance at scheduled client or management meetings, and upon request, by the General Manager.
Conduct performance appraisals annually on each direct report.
Enter, adjust, and approve staff hours worked through the company timekeeping system.
Attend and participate in public meetings as required by service contract.
Understand call center work processes and continuously review those processes for efficiency.
Achieve and maintain complete knowledge of system and telecommunications capabilities, associated software applications, and Internet access.
Work closely withthe Operations Manager and General Manager to achieve day-to-day results and overall improvements.
Provides oral and written reports, statistics, data, and information internally and eProvidey.
Maintains confidentiality of all information.
Other duties as delegated by the General Manager.

Qualifications:

High school diploma or equivalent, such as GED, required.
Minimum of four (4) years of relevant leadership experience in a customer service or call center environment, managing several projects in a fast-paced environment.
Experience in coaching, mentoring and fostering a positive work environment.
Ability to make sound business judgment,s within established policies and protocols.
Excellent interpersonal skills and ability to work with and manage a variety of people.
Excellent communication skills both written and verbal.
Strong leadership and analytical skills.
Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
Ability to maintain a high level of confidentiality.
Travel requirement (as a percent):