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 yr. minimum experience managing a call center environment or comparable experiance + 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. 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.