Call Center Operations Manager

MV Transportation; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

MV Transportation seeks a Call Center Manager to oversee reservations and scheduling operations in the Columbus area. You will coordinate staff, QA processes, and client relations to ensure high-quality service and adherence to contracts.

The role requires strong customer service, supervisory experience, and proficiency with Windows and Microsoft Office. On-call availability and collaboration with payroll are essential.

Qualifications

• High School diploma or equivalent.
• Experience in data entry, dispatch, customer service, supervisory and/or operating roles preferred.
• Strong customer service skills and ability to supervise.
• Experience with Windows-based OS and Microsoft Office.

Responsibilities

• Staff the call center appropriately.
• Manage training and scheduling of staff and retraining as needed.
• Monitor and oversee QA and customer service.
• Oversee ticket store staff.
• Coordinate passenger trip requests to meet KPIs and resource constraints.
• Reschedule trips during operator/vehicle shortages as needed.
• Serve as liaison for the call center staff union and with the client.
• Be on call during all call center operations.
• Monitor system efficiencies and adjust as needed.
• Collaborate with Payroll to handle benefits enrollment and pay.

Skills

Customer service

Supervisory experience

Data entry

Microsoft Office

Windows OS

Phone system

Education

High school diploma or equivalent

Tools

Microsoft Office

Phone system

Job description

MV Transportation seeks a Call Center Manager to oversee reservations and scheduling operations in the Columbus area. You will coordinate staff, QA processes, and client relations to ensure high-quality service and adherence to contracts.

The role requires strong customer service, supervisory experience, and proficiency with Windows and Microsoft Office. On-call availability and collaboration with payroll are essential.