Call Center Supervisor

MV Transportation, Inc.; Concord (CA); Sur place; USD 41 000 - 58 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Supervision

Data entry

Windows/Microsoft Office

Communication

English proficiency

Formation

High School diploma or equivalent

Outils

Trapeze

Description du poste

MV Transportation is seeking a Call Center Supervisor for proposed business for proposed businessto oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s management and reservationists to confirm service is high quality. They oversee allcustomer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch, and scheduling staff to confirm that all call center operations appropriately represent and consistently meet company standards as directed by the company’s operating contract.

Job Responsibilities

• Oversee training, scheduling of staff, and re-training in any deficient areas the call center staff.
• Monitor and oversee all quality assurance/customer service of all call center staff.
• Oversee passenger trip requests manually or through use of an automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types.
• Oversee, when necessary, rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work 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 all system efficiencies and make adjustments when needed.
• Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees.
• Work with Payroll Support Manager on daily and bi-weekly inputting and paying out of Call Center employees' pay.
• Maintain professional demeanor and appearance.
• Maintain attendance within policy.
• Handle multiple tasks accurately and effectively.
• 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.

Talent Requirements

• 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 computer operating system and Microsoft Office package.
• Knowledge of service area.
• Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.
• Able to use multi-line phone system and handle multiple tasks concurrently.
• Ability to supervise.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.

Pay rate: $36.08/hour

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

California – Pay Transparency Requirements

30.668-36.08