Call Center Manager

MV Transportation is seeking a Call Center Manager for proposed business to oversee all reservations, scheduling, and dispatching operations.

Responsibilities

• Appropriately staff the call center.
• Manage and oversee training, scheduling of staff, and re-training in any deficient areas.
• Monitor and oversee all quality assurance and customer service of call center staff.
• Oversee and monitor ticket store staff.
• Oversee passenger trip requests manually or through an automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) while considering operator and vehicle availability and vehicle capacity types.
• Reschedule trips when necessary due to operator or vehicle shortages, in consideration of project work scheduling policies.
• Serve as the direct liaison for the call center staff union.
• Act as the direct liaison with the client for the call center and its employees.
• Be “on call” during all hours of call center operations for issues or concerns.
• Monitor all system efficiencies daily/hourly and make adjustments as needed.
• Work with Payroll Support Manager to handle open enrollment and ongoing benefits for call center employees.
• Work with Payroll Support Manager on daily and bi-weekly payroll input and payout for call center employees.
• Maintain professional demeanor and appearance.
• Maintain attendance within policy.
• Handle multiple tasks accurately and effectively.
• Perform additional responsibilities as assigned.

Requirements

• High School diploma or equivalent.
• Must have Trapeze experience.
• Previous data entry, dispatch, customer service, supervisory, and/or operating experience desired but not required.
• Strong customer service skills.
• Data entry experience and general knowledge of Windows-based computer operating systems and Microsoft Office package.
• Knowledge of service area.
• Ability to read, write, and speak clearly in English; basic knowledge of Spanish may be required depending on contract location.
• Able to use a multi-line phone system and handle multiple tasks concurrently.
• Ability to supervise staff.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.

Pay

Starting salary range: $75,000 - $89,000