Call Center General Manager

MV Transportation•West Palm Beach, FL

About The Position

MV Transportation is seeking a General Manager for the call center who will provide support, leadership, and direction to the assigned operating location to ensure delivery of annual business plans. He/she will control the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures.

Requirements

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F.A.C, and all relevant provisions of the Palm Beach County Vehicle for Hire Ordinances, as all may be amended or superseded from time to time.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.
Additional duties/responsibilities based upon individual contract requirements.

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.
Conduct 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.