Call Center Operations Manager

MV Transportation • West Palm Beach, FL

1d

About The Position

MV Transportation is seeking an Call Center Operations 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. The Operations Manager is primarily responsible fo,r but not limited to:
Effectively manage on-time performance and driver availability.
Effectively manage all call center functions.
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.
Assist in overseeing safety and training programs, plans, and processes to ensure compliance with company, contract, and regulatory requirements.
Contributes to maintaining the safety culture of the division.
Maintain client contact routinely to meet or exceed expectations.
Assist with conducting periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Implement, promote and adhere to company policies and procedures.
Participates in location labor and employee relations activities.

Requirements

• Must have at least three (3) years or equivalent experience within the past five (5) calendar years as an Operations Manager of an ADA Paratransit operation serving a comparably sized paratransit operation.
• Must be able to work independently and have strong written and verbal skills.
• Knowledge of the contractual obligations is a must to perform this job correctly.
• Knowledge of company policy assures that the field operator is using consistent measures to assess a driver’s activity.
• Experience managing fast paced environment.

Nice To Haves

• The ideal candidate would have experience in scheduling, personnel management, and training.
• Trapeze experience preferred.

Responsibilities

• Effectively manage on-time performance and driver availability.
• Effectively manage all call center functions.
• 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.
• Assist in overseeing safety and training programs, plans, and processes to ensure compliance with company, contract, and regulatory requirements.
• Contributes to maintaining the safety culture of the division.
• Maintain client contact routinely to meet or exceed expectations.
• Assist with conducting periodic departmental audits.
• Daily, weekly and monthly review of key operational metrics.
• Implement, promote and adhere to company policies and procedures.
• Participates in location labor and employee relations activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed