Call Center Manager

MV Transportation•Vacaville, CA

3d•$82,000 - $112,000

About The Position

MV Transportation is seeking a Call Center Manager for proposed business to oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s management and supervisor teams to confirm service is 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 company’s operating contract. Direct the day-to-day operation of the client call center and ensure services are delivered in accordance with this Agreement and client's established objectives, standards, and performance requirements. Oversee call center functions supporting all rider-facing services provided under this Agreement, including reservations, rider support, demand-response mobility programs, and other services assigned by client. Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to call center services. Be proficient in call center operations and demonstrate competency in all aspects of the client service necessary to effectively manage reservations, rider communications, and related call center functions. Ensure Call Center personnel receive appropriate training and supervision necessary to perform their assigned duties and deliver service that meets or exceeds client's established objectives and standards. Monitor call center performance and work with CONTRACTOR staff and subcontractors, as applicable, to identify operational issues, implement improvements, and maintain compliance with client's service standards. Attend meetings, presentations, and other events as requested by client. Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Requirements

A minimum of five (5) years of supervisory experience in ADA complementary paratransit reservations and scheduling, or a combination of ADA complementary paratransit experience and experience in a related field.
A minimum of three (3) years of experience supervising a call center with twenty (20) or more call center agents.
Demonstrated managerial, leadership, and training abilities.
Demonstrated expertise in call center reporting, standard call center performance metrics, statistical analysis, and the use of performance data to evaluate call center operations and individual agent performance.
High School diploma or equivalent.
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 use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and 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 Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees.
Work with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay.
Maintain professional demeanor and appearance.
Maintain attendance within policy.
Handle multiple tasks accurately and effectively.
Additional responsibilities, as assigned.