Call Center Contract Jobs (NOW HIRING)

Transdev in San Rafael, CA is hiring a Call Center Lead.The Call Center Lead performs oversight of Reservations agents, supports Travel Navigation as well as performs the duties of each position as needed. Requires a flexible work schedule to ensure coverage during all hours of the call center operations.
The Lead works independently to provide data, statistics and reports to the Manager and performs research of systems' data and information as requested by the Manager. This position may represent the organization to its clients, customers and members of the public in a responsive, professional and courteous manner. The Lead monitors, acts upon and reports to manager the status of departmental quality standards and develops action plans to address deficiencies.
Transdev is proud to offer:
• Competitive compensation package of minimum $25.00/hr.- maximum $27.00/hr.
Benefits include:
• Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.
• Sick days: 5 days annually
• Holidays: 12 days; 9 standard and 3 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Key Responsibilities:

• Demonstrate exemplary adherence to all internal policies and procedures, as well as applicable laws and regulations.
• Ensure there is Call Center telephone coverage during hours of operations.
• Assist other Call Center representatives who provide information, resources, and a high level of customer service to passengers and potential passengers.
• Provide support to the day-to-day operations of the Call Center department to ensure full provision of service within corporate policy and local contract requirements and service standards.
• Assist in the investigation of customer or client complaints related to call center functionality, provide summary reports and enter responses into complaint tracking system.
• Address staff performance issues through coaching and demonstration of best practice in consultation with the Call Center Manager.
• Perform live and recorded observations of employee interactions with customers.
• Report to Call Center Manager any interdepartmental issues involving the call center.
• Develop and provide ongoing data reports, metrics, quality results, establish goals/targets for individual employees, departmental functions and key performance indicators.
• Maintain effective understanding of service area(s) and services provided.
• Work closely with the Call Center Manager for successful and timely completion of all Call Center functions.
• Other duties as delegated by the Call Center Manager.

Qualifications / Reuirements:

• High school diploma or equivalent, such as GED, required.
• Leadership experience in a customer service or call center environment.
• Excellent interpersonal skills and ability to work with and manage a variety of people.
• Understand the full suite of Marin Access programs.
• Understand requirements of the ADA related to the provision of public transit.
• Excellent communication skills both written and verbal.
• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint.
• Required to maintain a high level of confidentiality.
• Travel requirement (as a percent): <5>
• Must submit to and pass a drug test and background check.

Physical Requirements:
The essential functions of this position require the ability to:

• 100% of work is accomplished indoors and in air-conditioned facilities.
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Could perform physical activities such as movement / flexiblity with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contactus.HR.TalentAcquisition@transdev.com
Drug-free Workplace
Transdev maintains a drug-free workplace. Applicants must:
• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 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.
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.
California applicants: PleaseClick Herefor CA Employee Privacy Policy.
Job Category: Dispatchers
Job Type: Full Time
Req ID: 8589
Pay Group: 9U5
Cost Center: 416
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 Click Here for CA Employee Privacy Policy.
About Transdev
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 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 every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.