Transdev Control Center Manager in Arcadia, California

Overview

Transdev, formerly Veolia Transportation,is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming. Transdev, the nation’s largest on demand ground transportation provider is seeking a well-rounded individual to manage our dispatch department. This entry level management position is responsible for the day to day Dispatch operation including the direct manager of all employees. Responsibilities include, but are not limited to: hiring, coaching and mentoring employees; carrying out counseling and disciplinary actions as warranted; planning, assigning, and directing work; appraising performance; performance management; addressing complaints and resolving problems. This is an excellent opportunity for the right person to learn and grow within a progressive company.

Responsibilities

The duties of a Control Center Manager shall include, but are not limited to, the following:

  • Maintain proper staffing levels for the department based on operational needs.

  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

  • Consciously create a workplace culture that is consistent with the overall organizations and that emphasizes the identified vision, guiding principles, and values of the organization.

  • Assist staff with any questions to ensure proper handling of customer issues or concerns.

  • Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, appropriate email, and regular interpersonal communication.

  • Ensure adequate standards are met for attendance and adherence

  • Review daily operational reports to make sure service goals are met.

  • Use effective verbal and written communication to distribute the most current information to the team members.

  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

  • Handle’s escalated calls.

  • Create an atmosphere of professionalism & mutual support among employees.

  • Must be able to handle multiple situations at once

  • Various other duties as needed

Qualifications

Education, Licensing, and Certifications:

  • College degree preferred or a combination of education and prior work experience.

Experience:

  • Two years of experience preferred in managing at a supervisor level or above in a customer service related industry.

Knowledge, Skills and Abilities:

  • Demonstrated professional example of “living a customer service attitude” as their number 1 priority.

  • Ability to read and interpret documents such as the employee handbook, procedure manuals, and operational guidelines.

  • Ability to write routine reports and correspondence. Ability to speak effectively to our customers or employees in the organization.

  • Requires above average computer expertise, including some use of word processing, and spreadsheets.

  • Above average ability to define problems, collects data, establish facts, and draw conclusions.

  • Ability to effectively communicate and interact with all levels of employees.

  • Strong computer skills and knowledge of Microsoft Office programs, especially Excel

For more information please visit our website at www.transdevna.com/careers

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.

EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

Requisition ID 2018-8415

Position Category Management & Above

Internal Reference 626

Company/Division Transdev Services