Call Center Supervisor: Reservations & Dispatch Leader

MV Transportation; 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. You will work with management and reservationists to ensure high-quality service and adherence to standards as directed by the operating contract.

Responsibilities include training, QA, passenger trip requests, and liaison duties with the union and client. On-call availability and emphasis on efficiency are required.

Qualifications

• Trapeze experience is required.
• Data entry, dispatch, customer service, supervisory and/or operating experience is required.
• Strong customer service skills are essential.
• Proficiency with Windows OS and Microsoft Office.
• Knowledge of service area; English literacy; basic Spanish may be required.
• Ability to supervise and work independently in a dynamic environment.

Responsibilities

• Oversee training, scheduling of staff, and retraining 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 an automated system to achieve system goals.
• Reschedule trips when necessary due to shortages while respecting scheduling policies.
• Be the direct liaison for the call center staff union and with the client.
• Be on call during all hours of call center operations for issues/concerns.
• Daily/hourly monitor all system efficiencies and make adjustments.
• Coordinate with Payroll Support Manager on benefits and pay processing.
• Maintain professional demeanor and attendance.

Skills

Trapeze experience

Data entry experience

Customer service skills

Supervision ability

Multiline phone system

English communication

Independent work

Education

High School diploma or equivalent

Tools

Windows OS

Microsoft Office

Job description

MV Transportation is seeking a Call Center Supervisor to oversee reservations, scheduling, and dispatching operations. You will work with management and reservationists to ensure high-quality service and adherence to standards as directed by the operating contract.

Responsibilities include training, QA, passenger trip requests, and liaison duties with the union and client. On-call availability and emphasis on efficiency are required.