Call Center Operations Leader - Reservations & Dispatch

MV Transportation; Vacaville (CA); On-site; USD 82,000 - 112,000; Full time

Job summary

MV Transportation seeks a Call Center Manager in Irvine, CA to oversee reservations, scheduling and dispatching operations, ensuring high-quality service. You’ll lead staff, manage training, and collaborate with client teams to meet standards and contract requirements.

Responsibilities include staffing, performance monitoring, QA, and liaison duties with the union and client. Strong leadership and experience in ADA programs are essential for success.

Qualifications

• Minimum of five years supervisory experience in ADA complementary paratransit reservations and scheduling.
• Minimum of three years supervising a call center with 20+ agents.
• Demonstrated managerial, leadership, and training abilities.
• Experience in call center reporting and performance metrics.
• High School diploma or equivalent.
• Proficiency in Windows and Microsoft Office.

Responsibilities

• Appropriately staff the call center.
• Manage training and scheduling of staff and retraining in deficient areas.
• Monitor quality assurance and customer service across call center staff.
• Oversee ticket store staff.
• Manage passenger trip requests manually or with automated systems to meet productivity and on-time goals.
• Be the direct liaison for the call center staff union and with the client.

Skills

Supervisory experience

ADA paratransit experience

Call center supervision

Call center metrics

Windows Office

English proficiency

Education

High School diploma

Job description

MV Transportation seeks a Call Center Manager in Irvine, CA to oversee reservations, scheduling and dispatching operations, ensuring high-quality service. You’ll lead staff, manage training, and collaborate with client teams to meet standards and contract requirements.

Responsibilities include staffing, performance monitoring, QA, and liaison duties with the union and client. Strong leadership and experience in ADA programs are essential for success.