Call Center General Manager

Responsibilities

• Effectively manage customer relations through both direct contact and outreach programs.
• Identify, select, train, and mentor location staff.
• Effectively and frequently communicate with location staff and support team members.
• Oversee vehicle maintenance plan and ensure fleet availability to meet service requirements.
• Oversee safety and training programs, plans, and processes to ensure compliance with company, contract, and regulatory requirements.
• Maintain client contact routinely to meet or exceed expectations.
• Carry out periodic departmental audits.
• Daily, weekly, and monthly review of key operational metrics.
• Ensure that all location financial metrics are managed continuously, exceptions are reported, and action plans are developed to ensure the location meets its financial, safety, and operational expectations.
• Implement, promote, and adhere to company policies and procedures.
• Interact with the committee to effectuate positive changes to policies, procedures, and programs.
• Participate in location(s) labor and employee relations activities at the location (s).
• Provide insight and information to support location(s) contract renewals.
• Create and present the location(s) annual budget.

Qualifications

• College degree or equivalent business management experience.
• Management experience required.
• Must have a minimum of five (5) years or equivalent experience, three (3) of which must have been within the past five (5) calendar years.
• In an ADA Paratransit operation, at least one (1) must have managed a comparably sized paratransit operation.
• Understanding of the requirements necessary to operate ADA paratransit services and all applicable Federal, State, and COUNTY requirements, including but not limited to… all requirements of Chapter 14-90, F.A.C, and all relevant provisions of the Palm Beach County Vehicle for Hire Ordinances, as all may be amended or superseded from time to time.
• Must have labor/union(s) negotiations/expenses expertise.
• Must have a full understanding of dispatch, scheduling, driver recruitment, and safety, DOT, and FTA compliance.
• MS Office, strong analytical skills, strong written and verbal communication skills, and a high degree of multitasking skills.