Call Center Manager

MV Transportation; San Rafael (CA); On-site; USD 75,000 - 89,000; Full time

Job summary

MV Transportation in San Rafael, CA is seeking a Call Center Manager to oversee reservations, scheduling, and dispatch operations. You will ensure high-quality service, monitor performance, and coordinate with management to meet contract standards.

You will supervise call center staff, monitor QA, manage training, and liaise with clients and the union. The role requires leadership, strong organizational skills, and the ability to adapt in a dynamic environment.

Qualifications

• High School diploma or equivalent.
• Must have Trapeze experience.
• Experience in data entry, dispatch, customer service, supervisory and/or operating roles preferred.
• Strong customer service skills.
• Data entry experience and knowledge of Windows OS and Microsoft Office.
• Knowledge of service area.
• Ability to read, write and speak English; basic Spanish may be required depending on contract location.
• Able to operate a multi-line phone system and handle multiple tasks.
• Ability to supervise.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.

Responsibilities

• Staff the call center appropriately.
• Manage training, scheduling, and retraining of staff.
• Monitor and oversee QA and customer service.
• Oversee ticket store staff.
• Oversee passenger trip requests and optimize productivity and on-time performance.
• Reschedule trips during shortages per project policies.
• Act as direct liaison for the call center staff union.
• Liaise with the client for the call center and its employees.
• Be on call during all hours of operations.
• Daily/hourly monitor system efficiencies and adjust as needed.
• Collaborate with Payroll Support Manager on benefits enrollment and pay.
• Ensure professional demeanor and attendance.
• Handle multiple tasks accurately and effectively.
• Additional responsibilities as assigned.

Skills

Data entry

Customer service

Dispatch coordination

Supervision

Independent work

Time management

Team leadership

English fluency

Spanish basics

Education

High School diploma or equivalent

Tools

Trapeze

Windows OS

Microsoft Office

Job description

Call Center Manager

Job Locations

US-CA-San Rafael

Position Type: Regular Full-Time

Overview

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Responsibilities

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 the company's operating contract.

Job 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 an 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 inputting 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.

Qualifications

Talent Requirements:

• High School diploma or equivalent.
• Must have Trapeze experience.
• Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.
• 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.

Starting salary range: $75,000 - $89,000

MV Transportation is committed to a 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.

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