Call Center Operations 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

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.