General Manager, Call Center The General Manager, Call Center is responsible for the oversight of the call and control center, dispatch functions, route development, customer service and service quality assurance functions.  The position has overall responsibility for all contracted operations in connection with the contract including overall service quality, staffing, budgeting, client relations as well as coordination of service delivery with the assigned region offices.  This position reports to Transdev’s area General Manager of TriMet LIFT services. This position is based in Portland OR supporting the TriMet LIFT contract. Transdev is proud to offer: Competitive compensation package of minimum $120,000 - maximum $135,000  Benefits include:Vacation: minimum of two (2) weeks Sick days: 5 daysHolidays: 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:  Responsible for identifying and analyzing KPIs to help improve results.Ensuring services are provided within budget and action plans developed and implemented to improve operational efficiencies.Responsible for determining and delivering business unit budget.Ensuring compliance with State and Federal regulation and compliance with Transdev corporate safety standards.Develop relationships with external customers. Overseeing all personnel and their performance of the TriMet LIFT Call Center contract. Managing all call center, dispatching, scheduling, customer service and control center work. Establishment of prompt and courteous call handling procedures in coordination with TriMet SOP’s. Establishing respectful communications protocols between dispatchers, drivers, employees, and riders. Responsible for managing Transdev’s LIFT service Customer Service Department working to ensure appropriate complaint responses and resolutions. Working with service provider personnel to ascertain proper route design that is efficient and responsive to the needs of riders.   Coordination and management of Supplemental Service providers service delivery and ensuring that supplemental providers meet required contract provisions. Travel requirement outside of immediate area