Call Center Manager: Scheduling, Dispatch & QA Lead

MV Transportation; Portland (OR); On-site; USD 60,000 - 90,000; Full time

Job summary

MV Transportation is seeking a Call Center Manager to oversee reservations, scheduling, and dispatching operations. You will collaborate with MV’s management to ensure high-quality service and strong customer satisfaction.

The role involves monitoring hold times, QA reviews of recordings, and liaison duties with staff unions and clients. The position requires leadership in staffing, training, and daily operations, ensuring adherence to contract standards and efficient, on-time performance across

Qualifications

• High School diploma or equivalent.
• Must have Trapeze experience.
• Data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.
• Strong customer service skills.
• Knowledge of Windows-based computer systems and Microsoft Office.
• Ability to read, write and speak English clearly; basic Spanish may be required depending on contract location.
• Able to supervise and work independently and follow directions.

Responsibilities

• appropriately staff the call center.
• Manage and oversee training, scheduling of staff and retraining 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 and considering operator and vehicle availability and capacity.
• Oversee when necessary rescheduling trips in case of shortages and 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 system efficiencies and make adjustments when needed.
• Work with Payroll Support Manager on enrollments and benefits for Call Center employees.
• Work with Payroll Support Manager on pay for Call Center staff.
• Maintain professional demeanor and attendance.
• Handle multiple tasks accurately and effectively.
• Additional responsibilities as assigned.

Skills

Customer service

Staff management

Scheduling & dispatch

Quality assurance

English proficiency

Multi-line phone handling

Data entry

Microsoft Office

Education

High School diploma or equivalent

Tools

Trapeze

Windows

Microsoft Office

Job description

MV Transportation is seeking a Call Center Manager to oversee reservations, scheduling, and dispatching operations. You will collaborate with MV’s management to ensure high-quality service and strong customer satisfaction.

The role involves monitoring hold times, QA reviews of recordings, and liaison duties with staff unions and clients. The position requires leadership in staffing, training, and daily operations, ensuring adherence to contract standards and efficient, on-time performance across