Operations Control Center General Manager

Operations Control Center General Manager

Transdev in Phoenix, AZ is hiring an Operations Control Center General Manager to oversee the day‑to‑day operations of the Public Transit Control Center to ensure reliable and safe transportation services for all passengers who utilize public transportation.

Compensation

• Competitive compensation package of minimum $90,000 – Maximum $100,000

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 7 days
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability.

Key Responsibilities

• Provides leadership to the operations control center
• Develops staff for peak performance through consistent orienting, training, assigning, coaching, counseling, communicating job expectations, enforcing policy and procedure, and disciplining employees
• Provides hands‑on supervision of the Phoenix Operations Control Center Supervisors, Controllers, and Data Collection team
• Develops and consistently maintains policies and procedures
• Maintains staffing levels to ensure adequate telephone coverage – Reviews staffing on a consistent basis to ensure control center is optimally staffed
• Reviews and revises staff performance requirements
• Analyzes operational data and makes recommendations to senior leadership to streamline processes
• Reviews and conducts performance evaluations for direct reports
• Assists client with various projects and requests
• Maintains and improves operations through innovation, developing staff, and addressing deficiencies
• Accomplishes call center objectives by enforcing policies and procedures
• Ensures daily metrics are met
• Ensures staff are performance managed if not meeting performance standards
• Identifies training opportunities and deficiencies and ensure staff is properly trained
• Manages by periodically walking around – Be visible to answer questions and handle escalated calls & issues above the level of Supervisors
• Attends meetings & conference calls with client
• Supplies operational reports per leadership request
• Addresses employee issues with professionalism and confidentiality
• Collaborate and partner with transit locations including operations, maintenance, dispatch and safety teams to address service issues
• Prioritizes and delegates work
• All other duties as assigned by senior leadership

Qualifications

• Bachelor’s Degree or higher
• 5 year minimum experience managing a call center environment or comparable experience
• Able to work a flexible schedule, including weekends and holidays
• Must have a working knowledge of FTA rules and regulations
• Excellent written, verbal and communication skills
• Critical thinking and problem‑solving skills
• MS Office; Word, Excel, PowerPoint, Access or similar database
• Experience with analyzing historical data and developing reports
• Establish and maintain effective working relationships with clients, managers, supervisors, subordinates, and the transit business partners
• Subject to 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 Requirements

• Must be able to work shifts or flexible work schedules as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be indoors.

Equal Employment Opportunity Statement

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.