Call Center Manager

MV Transportation•Portland, OR

11d

About The Position

MV Transportation is seeking a Call Center Manager for proposed business to oversee reservations, scheduling, and dispatching operations. The manager works closely with management and supervisor teams to ensure high-quality service and that call center operations meet company standards and the operating contract. The role oversees customer service activities, monitors call hold times, reviews recordings for quality assurance, and coordinates with reservations, dispatch, and scheduling staff. The manager also oversees staffing, training, quality assurance, ticket store staff, passenger trip requests, and trip rescheduling when operator or vehicle shortages occur. This position serves as a liaison to the call center staff union and the client, remains on call during all call center operating hours, monitors system efficiency, and works with the Payroll Support Manager on employee benefits and payroll.

Requirements

High school diploma or equivalent.
Trapeze experience.
Strong customer service skills.
Data entry experience and general knowledge of a Windows-based computer operating system and Microsoft Office.
Knowledge of the service area.
Ability to read, write, and speak English clearly.
Ability to use a 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.
Basic Spanish knowledge may be required depending on contract location and requirements.

Nice To Haves

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

Responsibilities

Appropriately staff the call center.
Manage staff training, scheduling, and retraining in deficient areas.
Monitor and oversee quality assurance and customer service for call center staff.
Oversee and monitor ticket store staff.
Oversee passenger trip requests, manually or through an automated system, to achieve productivity, on-time performance, efficiency, and minimum ride-length goals while considering operator and vehicle availability and capacity.
Reschedule trips when necessary due to operator or vehicle shortages, in accordance with project work scheduling policies.
Serve as the direct liaison for the call center staff union.
Serve 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 and concerns.
Monitor system efficiencies daily and hourly and make adjustments as needed.
Work with the Payroll Support Manager on open enrollment and ongoing benefits for call center employees.
Work with the Payroll Support Manager on daily and bi-weekly entry and payment of call center employee wages.
Maintain a professional demeanor and appearance.
Maintain attendance within policy.
Handle multiple tasks accurately and effectively.
Perform additional responsibilities as assigned.