General Manager, Call Center The General Manager, Call Center is responsible for the oversight of the call and control center, dispatch functions, route development, customer service and service quality assurance functions. The position has overall responsibility for all contracted operations in connection with the contract including overall service quality, staffing, budgeting, client relations as well as coordination of service delivery with the assigned region offices. This position reports to Transdev's area General Manager of TriMet LIFT services. This position is based in Portland OR supporting the TriMet LIFT contract. Transdev is proud to offer: Competitive compensation package of minimum $120,000 - maximum $135,000 Benefits include: Vacation: minimum of two (2) weeks Sick days: 5 daysHolidays: 12 days; 8 standard and 4 floating Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy. Key Responsibilities: Responsible for identifying and analyzing KPIs to help improve results.Ensuring services are provided within budget and action plans developed and implemented to improve operational efficiencies.Responsible for determining and delivering business unit budget.Ensuring compliance with State and Federal regulation and compliance with Transdev corporate safety standards.Develop relationships with external customers. Overseeing all personnel and their performance of the TriMet LIFT Call Center contract. Managing all call center, dispatching, scheduling, customer service and control center work. Establishment of prompt and courteous call handling procedures in coordination with TriMet SOP's. Establishing respectful communications protocols between dispatchers, drivers, employees, and riders. Responsible for managing Transdev's LIFT service Customer Service Department working to ensure appropriate complaint responses and resolutions. Working with service provider personnel to ascertain proper route design that is efficient and responsive to the needs of riders. Coordination and management of Supplemental Service providers service delivery and ensuring that supplemental providers meet required contract provisions. Travel requirement outside of immediate area Qualifications: College degree or a minimum of 5 years management experience in a service model of similar scope and size. Minimum of 5-years of Call Center Management experience required. Proficiency with paratransit scheduling softwareKnowledge of relevant federal and state employment lawsThorough knowledge of laws, ordinances and regulations underlying the transit operationThorough knowledge of the methods of operation of the transit system's staff and operational departmentsAbility to build solid and maintain strong working relationships with clientsAbility to manage cost control and financial/budget experience handling multiple locationsWorking knowledge and proficiency with Microsoft Word, Excel and PowerPoint programsUnderstanding of technology, apps, Wi-Fi, and understanding of transportation technologyAbility to organize and perform work efficiently, strong attention to detailsPhysical Requirements: Must be able to work shifts or flexible work as needed. This location runs 24/7/365 and successful candidate will maintain availability to respond to business needs during all hours of operation.The employee is generally subjected to long periods of spent sitting, typing, or looking at a computer screen. Work environment is generally indoors. About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their fleets, and deliver on mobility solutions. In the U.S., Transdev employs a team of 32,000 across 400 locations and maintains more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 101,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check. California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.