Community Relations & Call Center Leader

MV Transportation, Inc.; Irvine (CA); On-site; USD 70,000 - 89,000; Full time

Job summary

MV Transportation, Inc. seeks a Community Relations Manager to lead the call center operations, engage with the disabled community, and collaborate with advocates and service agencies. The role focuses on sustaining client relationships, monitoring KPIs, and improving rider support quality.

Responsibilities include outreach to community organizations, reporting on performance, and ensuring adherence to ADA and client policies. Strong communication skills and transit experience are highly valued.

Qualifications

• Associate’s degree or equivalent experience required.
• 3+ years of management/supervisory experience in a call center environment preferred.
• Paratransit/transit experience preferred.
• Excellent verbal skills, both written and oral, and ability to work in a fast-paced environment.
• Experience with complaint resolution and public relations.

Responsibilities

• Oversee call center operations to ensure performance meets KPIs and contractual obligations.
• Engage with the disabled community, advocates and service agencies on an ongoing basis.
• Maintain communication with client and stakeholders and generate regular operational reports.
• Develop and implement outreach to community organizations and facilities served by the client.
• Investigate and respond to rider feedback and complaints, ensuring timely resolution.

Skills

Call center management

Public relations

Complaint resolution

Verbal communication

Education

Associate’s degree or equivalent experience

Tools

Trapeze scheduling and dispatch software

Job description

MV Transportation, Inc. seeks a Community Relations Manager to lead the call center operations, engage with the disabled community, and collaborate with advocates and service agencies. The role focuses on sustaining client relationships, monitoring KPIs, and improving rider support quality.

Responsibilities include outreach to community organizations, reporting on performance, and ensuring adherence to ADA and client policies. Strong communication skills and transit experience are highly valued.