Durham School Services
Overview
Durham School Services is seeking a General Manager to lead a Customer Service Center (CSC). The base pay range is $80,000.00/yr - $90,000.00/yr. This range is provided by Durham School Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. National Express companies share a strong commitment to safety, quality transportation, outstanding customer service, and positive employee relations. Our corporate headquarters is in Lisle, Illinois, with 250+ local CSCs supported by regional operations teams across North America. Responsibilities
Delivers overall performance and results for the CSC. Collaborates with company leaders to understand business goals and creates a CSC operating plan to support these objectives. Ensures the CSC is a customer-centric team that builds strong partnerships. Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company policies. Communicates company values, strategies and objectives and encourages feedback. Reviews budgets and develops the annual operating plan and business reviews. Develops short- and long-range business plans to increase incremental business, revenues, and margins. Directs, coaches, and develops CSC staff to obtain required skills for independent performance (e.g., Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, Safety Supervisor). Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating ethical practices. Creates a culture of safety and high-quality service. Identifies key safety issues affecting passengers and employees and takes corrective action. Meets regularly with school district administrators to review service quality and performance. Enhances and builds on customer relationships to ensure retention. Works with Regional VP and Marketing & Sales to gather data and assist in the sales process for new business. Exhibits ethical best practices and personal integrity; reports concerns about suspicious or inappropriate behavior to leadership. Other duties as assigned. Qualifications
Bachelor’s degree in business administration, management, or related field or 10 years of comparable experience; MBA preferred. At least 3 years of supervisory experience and P&L oversight. Proven ability to meet service delivery expectations including customer and safety. Bi-lingual abilities a plus. Knowledge of risk assessment to resolve customer issues without exposing the company to unnecessary risk. Knowledge of the company’s services, policies, procedures, and practices to effectively manage CSC personnel. Knowledge of customer service best practices to build strong customer relationships. Knowledge of contract administration principles and practices to develop contractual agreements or RFP documents. Knowledge of leadership and management practices and techniques. We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees may enroll in a retirement savings plan. Pay rate ranges and terms vary by site, market, contractual terms, and position. National Express has a zero-tolerance policy on conduct incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. The company promotes the protection and safeguarding of all children and passengers. Our goal is a diverse workforce representative of the communities we serve. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, military or veteran status, or any other protected characteristic. National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer. The pay rate range and other terms of employment vary between sites and terms. Other information
Seniority level: Associate Employment type: Full-time Job function: Management Industries: School and Employee Bus Services
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Durham School Services is seeking a General Manager to lead a Customer Service Center (CSC). The base pay range is $80,000.00/yr - $90,000.00/yr. This range is provided by Durham School Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. National Express companies share a strong commitment to safety, quality transportation, outstanding customer service, and positive employee relations. Our corporate headquarters is in Lisle, Illinois, with 250+ local CSCs supported by regional operations teams across North America. Responsibilities
Delivers overall performance and results for the CSC. Collaborates with company leaders to understand business goals and creates a CSC operating plan to support these objectives. Ensures the CSC is a customer-centric team that builds strong partnerships. Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company policies. Communicates company values, strategies and objectives and encourages feedback. Reviews budgets and develops the annual operating plan and business reviews. Develops short- and long-range business plans to increase incremental business, revenues, and margins. Directs, coaches, and develops CSC staff to obtain required skills for independent performance (e.g., Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, Safety Supervisor). Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating ethical practices. Creates a culture of safety and high-quality service. Identifies key safety issues affecting passengers and employees and takes corrective action. Meets regularly with school district administrators to review service quality and performance. Enhances and builds on customer relationships to ensure retention. Works with Regional VP and Marketing & Sales to gather data and assist in the sales process for new business. Exhibits ethical best practices and personal integrity; reports concerns about suspicious or inappropriate behavior to leadership. Other duties as assigned. Qualifications
Bachelor’s degree in business administration, management, or related field or 10 years of comparable experience; MBA preferred. At least 3 years of supervisory experience and P&L oversight. Proven ability to meet service delivery expectations including customer and safety. Bi-lingual abilities a plus. Knowledge of risk assessment to resolve customer issues without exposing the company to unnecessary risk. Knowledge of the company’s services, policies, procedures, and practices to effectively manage CSC personnel. Knowledge of customer service best practices to build strong customer relationships. Knowledge of contract administration principles and practices to develop contractual agreements or RFP documents. Knowledge of leadership and management practices and techniques. We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees may enroll in a retirement savings plan. Pay rate ranges and terms vary by site, market, contractual terms, and position. National Express has a zero-tolerance policy on conduct incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. The company promotes the protection and safeguarding of all children and passengers. Our goal is a diverse workforce representative of the communities we serve. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, military or veteran status, or any other protected characteristic. National Express LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer. The pay rate range and other terms of employment vary between sites and terms. Other information
Seniority level: Associate Employment type: Full-time Job function: Management Industries: School and Employee Bus Services
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