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First Transit is conducting a search for a District Manager of Call Center Operations based in Glen Ellyn, IL. As a viable candidate you must have a strong proven record of success managing multiple Paratransit Call Centers. We place emphasis on professional development and reward those who contribute growth to the company.

Responsibilities:

• Ensuring escalated customer satisfaction issues are met and are in line with customer service standards and metrics.

• Coordinates prospective business with the Business Development team.

• Maintains compliance standards with contracts.

• Helps drive revenue growth.

• Maintains a working knowledge of Medicare and Medicaid.

• Implements activities designed to attract, develop and retain a diverse work team.

• Ensures action plans are implemented to meet service and productivity goals.

• Develops and maintains strong customer relationships for each contract.

• Works with leadership in providing help to underperforming locations.

• Responsible for process improvement, staff management and coaching.

• Drives other projects as requested by Sr. Leadership.

Requirements:

• 5 years related experience with transportation in some form. For example, providing Medicaid trips, paratransit call center experience, public transit experience, working with MCO’s and providers etc.

• Experience with prior authorization non-emergency transportation services.

• Minimum 2-3 years of experience managing multiple call centers.

• Exceptional focus on customer service.

• 4 year degree preferred.

• Ability to succeed in a metrics driven environment.

First Transit is a leading provider of transportation contract and management services, moving more than 350 million passengers annually. First Transit employs more than 19,500 dedicated transit professionals through fixed-route, paratransit, college/airport shuttle services and rail operations at more than 300 locations in the US, Canada, Puerto Rico, Panama and India. With a dedication to safety and outstanding customer service, First Transit sets itself apart from other providers in the industry. Equal Opportunity Employer.