Transdev is seeking a Communications Manager to join their team. This position reports to the General Manager. This position is located in Quincy, MA supporting the MBTA. We are seeking customer service-oriented professionals who are dedicated to safety.
Transdev is proud to offer:
- Competitive compensation package of minimum $106,000 - maximum $112,548
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-termdisability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy.
Duties & Responsibilities
- Offering customer-centered solutions for automated channels
- Driving successful utilization of services while reducing control center operating costs along the way
- Define key performance indicators for each communications channel and benchmark existing performance to measure a campaign"s level of success
- Coordinating marketing campaigns to increase exposure and knowledge of available services. Some potential campaign ideas are noted below:
Traveler specific outreach where/when necessary
Control-Center forced inbound messages and "Did You Know?" messages while on-hold to educate and reinforce TRAC services
Broadcast Campaigns via the Outbound Notification Services (voice, text or email)
- Lead platform messaging and communications strategy
- Create internal communications protocols and initiatives that will foster employee engagement
- Establish an internal communications strategy in conjunction with leadership team
- Interface and communicate regularly with cross-functional teams including reservations, dispatch, QA, training, and admin
- Collaborate with other managers and stakeholders to create and manage agent-facing deliverables such as release notes, help files, instructions, technical information, and frequently asked questions
- Resolves clearest and most logical way to present information and instructions for greatest reader comprehension; writes and proofreads easy-to-understand user interface text and online help
- Ensure internal communication messages are consistent with external communication messages
- Respond to feedback from staff and adjust communications content accordingly
- Contacts and corresponds with agents as needed to resolve documentation questions or concerns
- Analyzes existing and potential content, focusing on reuse and single-sourcing opportunities
- Ensure internal communications messages are consistent across all mediums and for different departments of the organization
- Ensure organizational initiatives and projects are successfully communicated to employees and stakeholders
- Develop presentations for organization or client meetings, such as QBR Education, Licensing,
- Must be able to work shifts or flexible work schedules as needed.
- Other duties as assigned.
- 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.
Certifications, and Experience:
- Bachelor's Degree in English or other communication related field preferred
- 2+ years of experience in a transportation call center environment preferred, relevant work experience will be considered in place of educational background
- Strong proficiency in Zendesk Support, Zendesk Guides, Twilio, Slack, Microsoft Word, Excel and PowerPoint, Power BI, and Canva Skills and Knowledge Required:
- Excellent English language writing, proofreading, and oral communication skills
- Excellent organizational and interpersonal skills, with a keen attention to detail
- Ability to listen attentively, ask questions, and develop relationships
- Strong listening skills
- Ability to manage campaigns and projects
- Ability to remain courteous with difficult or angry customers
- Basic computer knowledge/PC experience and the ability to learn new software
- Bilingual skills are a plus but not required
- Travel requirement