Contact Center Manager - Transit

The Operations Manager will report to the General Manager and is responsible for managing and developing team members and formulating and executing account strategy. Additionally, this role will require a thoughtful leader and confident decision maker with ability to measure and monitor performance.

Responsibilities

• Supervise the daily activities of all drivers and oversee the development and implementation of standard operating procedures as directed by the Client and our company policies.


• Be the main point of contact for our client and attend meetings and conference calls as needed.


• Ensures the local team is focused on building strong and effective partnerships.


• Make logistical coverage/staffing decisions and communicate them effectively to the rest of the team (drivers and client management).


• Hire (interviews, road tests, etc.), train and develop CSC staff including Drivers, Operations Manager, Dispatchers, Maintenance, and Safety Manager, etc.


• Collaborates with company leaders to understand overall business strategies and creates a CSC operating plan to support these objectives.


• Maintain positive relationships with the local team to ensure employee retention.


• Implement company values and goals while ensuring compliance with all company policies.


• Review budgets and develop short- and long-term business operating plans to increase revenues and margins.


• Report and follow up on any maintenance issues with the vendor.


• Review documentation to ensure all required onsite records, reports, and inspections (pre/post-trip) are complete, accurate and submitted per established procedures.


• Identify safety issues; correct and reinforce safety awareness in a manner that promotes cooperation and improved morale.


• Conducts work area inspections and assists in all accident/injury/vehicle damage investigations.


• Analyze and interpret ridership numbers and suggest route changes accordingly.


• Regularly attend client meetings; listen to feedback from client and their employees and react accordingly to review.


• Delivers overall performance and results for the CSC.


• Additional duties and responsibilities may apply.

Qualifications

Hard Requirements:

• Minimum of five years of recent experience managing paratransit call center operations or


• similar position (a similar position would be a manager overseeing day-to-day operations


• of demand-response passenger transportation, including managing staff and driver


• schedules to meet service demand; scheduling, routing, and dispatch or call center


• functions; development and implementation of operation policies and procedures; and


• knowledge of regulatory requirements to assure compliance with applicable federal, state,


• and local laws for operating demand-response transportation services (e.g., FTA DOT


• ADA and drug and alcohol, DOJ Title VI, and state DOT regulations);


• • experience overseeing schedulers and dispatchers;


• • excellent organization and planning skills;


• • excellent customer service skills;


• • ability to handle multiple tasks accurately and effectively; and


• • proficiency in Trapeze.

Preferred Requirements:

• Work experience in public or private alternative transportation demand management (TDM).


• Bachelor’s degree in business management or equivalent. MBA preferred.


• Licensed Class B driver (with Passenger and Air brakes endorsements).


• Bilingual abilities a plus.

Required Skills

• Excellent organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels).


• Excellent written and oral communication and interpersonal skills.


• Working knowledge of Microsoft Office and Google Workspace.


• Ability to work independently and as part of a team.


• Ability to assess risk and to resolve customer issues that do not pose unnecessary risk.


• Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices.


• Ability to develop contractual agreements and Requests for Proposal documents.


• Ability to submit termination or leave documents timely.


• Additional skills and demands may apply.

Pay range and compensation package

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits.

Financial Health:

• Competitive compensation packages.


• 401(k) with 4% employer match.


• Financial Wellness Tool.


• Commuter Benefits.

Emotional Health:

• Employee Assistance Program (EAP).


• Unlimited PTO


• Paid holidays.


• Pet & Legal Insurance.

Personal Development:

• On-the-job training and skills development.


• Internal transfer opportunities for career growth.


• Benefits vary by position and location.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.