Responsibilities
MV Transportation is seeking a Call Center Operations Manager to oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s general manager, management and supervisor teams to confirm service is high quality. They oversee 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.
Key Responsibilities and Accountabilities:
- Must be able to meet/exceed client expectations for service delivery and customer satisfaction levels.
- Conduct periodic departmental audits and perform daily, weekly and monthly review of key operational metrics.
- Ensure location financial metrics are managed continuously, exceptions are reported, and action plans are developed to ensure the location meets it financial, safety and operational expectations.
- Implement, promote and adhere to company and client policies and procedures.
- Appropriately staff the call center.
- Manage and oversee training, scheduling of staff and re-training in any deficient areas of the call center staff.
- Monitor and oversee all quality assurance/customer service of all call center 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 of trips 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.
- Act as the direct liaison, when directed by general manager, with the client for the call center and its employees.
- Be “on call” during assigned hours of the call center operations to assist with any issues/concerns.
- Daily/hourly monitor all system efficiencies and make adjustments when needed.
- Maintain professional demeanor and appearance.
- Maintain attendance within policy.
- Handle multiple tasks accurately and effectively.
- Additional responsibilities, as assigned.
Qualifications
Talent Requirements:
Experience
- Must have a minimum of three (3) years’ experience within the last five (5) years in paratransit and/or Dial-A-Ride call center operations of 40+ staff members in an operations manager role.
- Must have at least 5 years’ experience in the paratransit and/or Dial-A-Ride call center operations managing a staff of 40+ staff members. Direct operating experience of paratransit and/or Dial-A-Ride operations a plus.
- Must have experience with automated reservations, scheduling, and dispatch systems used in paratransit and/or Dial-A-Ride call center operations.
- MS Office, strong analytical skills, strong written and verbal communication skills and high degree of multi-tasking skills.
- High School diploma or equivalent.
- Bachelor’s degree a plus.
- Must have labor/union(s) negations/expenses expertise.
- Must have a full understanding of dispatch, scheduling, training, recruitment, and safety compliance.
- The ideal candidate will have experience mitigating operational issues using a CAD/AVL/Dispatch system. (Preference for QRydes experience)
- Must have experience with budgeting, forecasting, and direct oversight/management of regions P&L statements.
- Additional duties/responsibilities based upon individual contract requirements.
Knowledge, Skills and Abilities
- Employee Relations, Labor Relations, Employee Development, Management Development, Client Management, and Public Relations.
Starting Salary Range: $72,000 – $88,000
During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.
MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.