Call Center/Reservation Supervisor

Transit Technologies • Phoenix, AZ

6h

About The Position

The Call Center Supervisor leads day‑to‑day operations for Reservationists/CSRs, Next Day Schedulers, and Same Day Schedulers (Dispatchers). You’ll monitor live service, ensure full shift coverage, validate schedules, and be the first line of support for escalations. You’ll steward our critical dispatch ecosystem—including Trapeze PASS and in‑vehicle technology—to boost on‑time performance, rider experience, and safety. Success looks like consistent ADA‑compliant service, efficient manifests and runcuts, engaged teams, and clear, timely reporting to leadership.

Requirements

• High school diploma or equivalent.
• Experience in a fast‑paced call center/dispatch environment with excellent verbal and written communication.
• Strong decision‑making, time management, and follow‑through; reliable attendance and shift dependability.
• Computer proficiency and comfort working across multiple systems simultaneously.

Nice To Haves

• Paratransit scheduling/dispatch experience.
• Familiarity with Trapeze PASS, Ecolane, RideCo., or equivalent software.
• Experience coaching frontline teams and using KPIs to drive performance.

Responsibilities

• Oversee call center, reservations, and scheduling teams; ensure all shifts are covered and daily schedules/manifests are accurate and sent to providers.
• Monitor operations throughout the day; validate route coverage for same‑day and next‑day service and clear unassigned trips.
• Coordinate rescheduling in the event of operator/vehicle shortages while adhering to project policies.
• Provide hands-on support to Schedulers and CSRs during peaks; take escalated customer calls to mitigate complaints.
• Communicate with contractor dispatchers for overflow adjustments, capacity conflicts, and same-day issues; rebalance as needed.
• Maintain ADA compliance: spot-check time windows, uphold group trips, and intervene on potential violations.
• Coach and counsel Reservationists, Dispatchers, and Schedulers; reinforce handbook policies and SOPs.
• Review KPIs (e.g., On-Time Performance, Productivity, Overflow Utilization); document daily coaching notes and follow-ups.
• Model calm, consistent leadership; promote teamwork, procedural adherence, and a culture of accountability and fairness.
• Ensure SOPs are followed; flag outdated procedures and drive revisions.
• Author or update SOPs for new workflows, jurisdictional logic, and service area adjustments.
• Partner with Trainers on onboarding and cross-training; build materials that standardize best practices.
• Develop and test runcuts to improve grouping, contractor utilization, and route balance; evaluate productivity vs. revenue hour impact.
• Create reports and compile documentation for operational issues, audits, and trends.
• Respond to leadership requests for data insights; summarize performance and recommend improvements.
• Interface with Brokerage Services and cross-functional teams to achieve center goals and resolve client requests.

Benefits

• Medical, dental, and vision (including Teladoc)
• Company‑provided life insurance with supplemental options
• 401(k) plan
• Employee Assistance Program
• Paid time off: vacation, sick days, floating holiday, and an annual “Volunteer Day”

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED