Call Center Manager

MJM Innovations; Phoenix (AZ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Company-provided life insurance

401(k) plan

Employee Assistance Program

Paid time off including vacation

Annual employee 'Volunteer Day'

Job summary

A leading transit technology firm in Phoenix, Arizona, seeks a Call Center Supervisor to oversee staff and operations. This role involves monitoring daily performance, coaching employees, and ensuring safety standards. Candidates should have strong communication skills, experience in fast-paced environments, and prefer knowledge of paratransit scheduling. Benefits include life insurance options, a 401(k) plan, and paid time off, among others.

Qualifications

• Must have strong verbal and written communication skills.
• Experience in a fast-paced environment is required.
• Call center experience is preferred.
• Communicates effectively with team and clients.
• Experience in paratransit scheduling is preferred.
• Strong attendance and reliability required.

Responsibilities

• Supervises Call Center, Dispatching, and Scheduling staff.
• Monitors daily operations and ensures performance and safety standards.
• Provides coaching and enforces procedures outlined in the Employee Handbook.
• Creates reports and documents for current and historical issues.
• Coaches, counsels, and enforces Employee Handbook procedures.
• Coordinates with Administrative Brokerage Services to meet center goals.

Skills

Strong verbal and written communication skills

Experience in a fast‑paced environment

Telephone speaking and/or call center experience

Excellent attendance record

Paratransit Scheduling

Fast-paced Environment

Education

High school diploma or equivalent

Tools

Trapeze PASS

Job description

Call Center Supervisor – MJM Innovations

MJM Innovations is a leading transit technology firm that delivers essential paratransit services. Our mission is to improve quality of life through safe, reliable, and innovative mobility solutions.

Job Responsibilities

• Supervises Call Center, Dispatching, and Scheduling staff.
• Monitors daily operations and ensures performance and safety standards are met.
• Reviews staff schedules and daily manifests for efficiency and operational performance.
• Creates reports and compiles required documentation for current and historical operational issues.
• Provides coaching, counseling, and enforcement of procedures and policies outlined in the Employee Handbook.
• Responds to client requests and coordinates with other Administrative Brokerage Services (Demand Response) Center personnel to achieve center goals.

Qualifications

• High school diploma or equivalent.
• Experience in a fast‑paced environment.
• Preferred: Experience in paratransit scheduling using Trapeze PASS.
• Excellent attendance record.
• Strong verbal and written communication skills.
• Telephone speaking and/or call center experience.

Benefits

• Company‑provided life insurance and supplemental options.
• 401(k) plan.
• Employee Assistance Program.
• Paid time off, including vacation, floating holiday, sick days, and an annual employee "Volunteer Day".
• Confidentiality expectations for access to non‑public customer and business records.

EEO Statement

MJM Transportation is committed to an Equal Employment Opportunity policy 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.