Call Center Manager

MV Transportation; Thousand Oaks (CA); On-site; USD 60,000 - 69,000; Full time

Job summary

An established industry player is seeking a dynamic Call Center Manager to lead their reservations, scheduling, and dispatching operations. This role involves ensuring high-quality service through effective staff management, quality assurance, and efficient call center operations. The ideal candidate will possess strong leadership skills, a background in customer service, and the ability to adapt in a fast-paced environment. Join a forward-thinking company committed to excellence and make a significant impact on service delivery.

Qualifications

• Experience in customer service or call center management is essential.
• Ability to supervise and manage staff effectively.

Responsibilities

• Oversee call center operations and ensure high-quality service.
• Manage staff training and scheduling to meet operational goals.

Skills

Customer Service Skills

Data Entry

Dispatch Management

Multi-line Phone System

Supervisory Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Rideco Scheduling System

Job description

Overview

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Responsibilities

MV Transportation is seeking aCall Center Managerto 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 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 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 andmake adjustmentswhen 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 imputing 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.
• Rideco scheduling experience preferred.
• Previous data entry, dispatch, customer service, or call center manager experience 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: $60,000 - $68,640.00/annually

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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