Customer Service Operations Supervisor Jobs in Washington

Transdev is hiring Transportation Supervisors at our WMATA location in Springfield, VA. The Operations Supervisor oversees daily Dispatch operations within a 24/7 transportation environment. This role is responsible for ensuring safe, reliable, and efficient service delivery by monitoring real-time operations, supporting Dispatch staff, and coordinating with Operators, subcontractors, and support departments. We are looking for customer service-oriented professionals who are dedicated to safety. Transdev is proud to offer:

Competitive compensation Minimum $56,200/ annually - Maximum $64,000 annually

Benefits include:

Vacation: minimum of two (2) weeks

Sick days: 5 days

Holidays: 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:

• Ensure Dispatchers are actively monitoring Operators in service via radio and Dispatching Software platforms
• Provide coaching and disciplines for Operators non-compliance issues, including but not limited to Operational service delays and Attendance.
• Oversee improvement in customer satisfaction and dispatch satisfaction.
• Maintain a professional demeanor and appearance.
• Investigate and provide appropriate feedback to Upper Management for complaints.
• Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to Operator requests and by ensuring appropriate actions taken.
• Provide coaching and assistance when required.
• Communicate with Management as needed to maximize efficiencies and resolve issues.
• Has the authority to make the recommendation to implement discipline and direct work of Dispatch employees.
• Handles initial Operator and Dispatcher complaints and escalate as needed.
• Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner.
• Monitor real time call flow, inbound dispatcher availability, Service Levels and other critical call statistics to ensure calls are answered in a timely manner and abandoned calls are minimized.
• Fill in as a Dispatcher when required.
• Ensure overall compliance with various office policies such as uniforms, use of electronic devices, phone compliance, meal breaks and attendance.

Qualifications:

• Ability to manager multiple projects while managing operations
• At least three (3) to five (5) years successful supervisory experience preferred.
• Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department.
• Ability to learn and demonstrate efficiency in the use of RideCo.
• Strong customer service skills.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

PHYSICAL DEMANDS:

• Work outside in varying temperature, weather, and humidity conditions, work alone and in remote locations.
• Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
• Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise.
• 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 every day 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: Management

Job Type: Full Time

Req ID: 8128

Pay Group: QQP

Cost Center: 781

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.