Call Center Manager

MV Transportation•Portland, OR

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 MV’s management and supervisor teams to maintain high-quality service and oversees customer service activities, call hold times, and quality assurance reviews of recordings. The role ensures that reservations, dispatch, and scheduling operations represent and meet company standards as directed by the operating contract. The manager staffs and supervises the call center, oversees employee training and performance, monitors service and system efficiency, and coordinates with the client, the call center staff union, and Payroll Support. The position is on call during all call center operating hours.

Requirements

High school diploma or equivalent.
Trapeze experience.
Strong customer service skills.
Data entry experience and general knowledge of Windows-based operating systems and Microsoft Office.
Knowledge of the service area.
Ability to read, write, and speak clearly in English.
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.

Nice To Haves

Previous data entry, dispatch, customer service, supervisory, and/or operating experience is desired but not required.
Basic knowledge of Spanish may be required depending on contract location and requirements.

Responsibilities

Appropriately staff the call center.
Manage and oversee 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 meet system goals while considering operator and vehicle availability and capacity.
Oversee trip rescheduling when needed due to operator or vehicle shortages, following 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 call center operating hours to address issues and concerns.
Monitor system efficiencies daily and hourly and make adjustments when 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 employees’ pay.
Maintain a professional demeanor and appearance.
Maintain attendance within policy.
Handle multiple tasks accurately and effectively.
Perform additional responsibilities as assigned.