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Confidential Jobs · 11 hours ago

Transit Operations Manager - Contact Center

Chicago, IL

Full-time

Onsite

Senior Level

5+ years exp

Confidential Jobs is seeking a Transit Operations Manager for their Contact Center. The Operations Manager will be responsible for managing team members, formulating and executing account strategy, and ensuring effective partnerships while supervising daily activities and compliance with company policies.

Computer Software

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

Qualification

Paratransit call center managementRegulatory compliance knowledgeTrapeze proficiencyCustomer service skillsSchedulingDispatchingOrganization skillsBilingual abilitiesRisk assessmentTeam collaborationWritten communicationOral communicationTime management

Required

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

proficiency in Trapeze

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