Call Center Manager jobs in United States
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TransCore · 3 weeks ago

Call Center Manager

positionUnion, New Jersey, United States
timeFull-time
remoteOnsite
senioritySenior Level
money$80K/yr - $99K/yr
date5+ years exp

TransCore, a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join their team in Union, New Jersey. The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance.

RFIDSoftwareTransportationTravel

Responsibilities

Oversee daily operations of the call center to ensure efficient service delivery
Supervise, coach, and develop call center staff to meet performance goals
Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
Implement and maintain quality assurance standards through call monitoring and feedback
Manage staff schedules and ensure adequate coverage across shifts
Handle escalated customer issues and ensure timely resolution
Identify and implement process improvements to enhance productivity and service quality
Prepare and present performance reports and operational metrics to leadership
Ensure effective use of call center technologies and coordinate with IT for system support
Enforce company policies, regulatory requirements, and industry standards
Perform other duties as directed by TransCore management

Qualification

Call center managementMulti-channel customer servicePerformance metrics monitoringProcess improvementInterpersonal skillsCommunication skillsTime managementAdaptability

Required

Five (5) years call center management experience required
Three (3) years experience in toll industry customer service is required
Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms
Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting
Ability to manage multiple priorities, manage time effectively, and easily adapt to change

Company

TransCore

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Transcore is a transportation service provider that develops solutions for open road tolling.
dateFounded in 1981
location
Hummelstown, Pennsylvania, USA
people-size1001-5000 employees
web-link
http://www.transcore.com

Funding

Current Stage
Late Stage
Total Funding
unknown
2021-09-03Acquired
2012-07-13Grant

Leadership Team

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Whitt Hall
President & Chief Executive Officer
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Gary Bucciarelli
Executive Vice President and Chief Financial Officer
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Recent News

GlobeNewswire
TransCore and South Jersey Transportation Authority Complete All-Electronic Tolling Conversion on the Atlantic City Expressway
2026-01-20
GlobeNewswire
TransCore Appoints Deborah Sharpless as First Chief Experience Officer
2026-01-15
GlobeNewswire
Delaware Department of Transportation and TransCore Launch New Tolling Back Office System to Enhance Statewide Operations
2026-01-06
Company data provided by crunchbase