Call Center Operations Supervisor - Reservations & Dispatch

MV Transportation, Inc.; Concord (CA); On-site; USD 41,000 - 58,000; Full time

Job summary

MV Transportation is seeking a Call Center Supervisor to oversee reservations, scheduling and dispatching operations, ensuring high-quality service aligned with the contract. You will work with management and reservationists to monitor customer service, hold times, and QA reviews of recordings to maintain standards.

Responsibilities include staffing, training, performance monitoring, liaising with the union and with the client, and being on-call for center operations.

Qualifications

• High School diploma or equivalent.
• Must have Trapeze experience.
• Previous data entry, dispatch, customer service, supervisory and/or operating experience required.
• Strong customer service skills.
• Data entry experience and general knowledge of Windows-based systems and Microsoft Office.

Responsibilities

• Oversee training, scheduling of staff, and retraining in deficient areas of the call center.
• Monitor and oversee all quality assurance/customer service of call center staff.
• Oversee passenger trip requests manually or via automated systems to meet goals.
• Reschedule trips as needed considering staffing and project policies.
• Be the direct liaison for the call center staff union.
• Act as the liaison with the client for the call center and its employees.
• Be on call during all hours of call center operations.
• Daily/hourly monitor system efficiencies and adjust as needed.
• Work with Payroll Support Manager on enrollment and payroll for staff.
• Maintain professional demeanor, attendance, and multi-tasking capability.
• Additional responsibilities as assigned.
• Experience with AI tools is a plus.
• Strong analytical skills and reporting cadence adherence is a plus.
• Experience with ADA eligibility determination process is a plus.

Skills

Customer service

Supervision

Data entry

Windows/Microsoft Office

Communication

English proficiency

Education

High School diploma or equivalent

Tools

Trapeze

Job description

MV Transportation is seeking a Call Center Supervisor to oversee reservations, scheduling and dispatching operations, ensuring high-quality service aligned with the contract. You will work with management and reservationists to monitor customer service, hold times, and QA reviews of recordings to maintain standards.

Responsibilities include staffing, training, performance monitoring, liaising with the union and with the client, and being on-call for center operations.