Call Center Manager

MV Transportation•Hartford, CT

About The Position

MV Transportation is seeking a Call Center Manager to oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s management and supervisor teams to confirm that service is of high quality. They oversee all customer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch, and scheduling staff to confirm that all call center operations appropriately represent and consistently meet company standards as directed by the company’s operating contract.

Requirements

Minimum of three (3) years experience as the supervisor/manager of a large urban Call Center operation handling more than 25,000 calls per month.
Should have experience in managing a staff of reservationists and schedulers.
Must be fully proficient in ADA policies and regulations.
Should be able to operate all aspects of the Trapeze operating system or similar scheduling software.
Strong customer service skills.
Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package.
Knowledge of service area.
Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.
Able to use multi-line phone system and handle multiple tasks concurrently.
Ability to supervise.
Ability to work independently and follow directions.
Ability to adapt and remain flexible in a dynamic environment.

Nice To Haves

Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.

Responsibilities

Appropriately staff the call center.
Manage and oversee training, scheduling of staff, and re-training in any deficient areas the call center staff.
Monitor and oversee all quality assurance/customer service of all call center staff.
Oversee and monitor ticket store staff.
Oversee passenger trip requests manually or through the use of an automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.), considering operator and vehicle availability and vehicle capacity types.
Oversee, when necessary, rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies.
Be 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 the call center operations for issues/concerns.
Daily/hourly monitor all system efficiencies and make adjustments when needed.
Work with the Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees.
Work with the Payroll Support Manager on daily and bi-weekly inputting and paying out of the Call Center employees' pay.
Maintain professional demeanor and appearance.
Maintain attendance within policy.
Handle multiple tasks accurately and effectively.
Additional responsibilities, as assigned.