Paratransit Call Center Lead - Reservations & Dispatch

MV Transportation, Inc.; Irvine (CA); On-site; USD 83,000 - 112,000; Full time

Job summary

MV Transportation seeks a Call Center Manager in Irvine, CA to oversee reservations, scheduling and dispatching operations, ensuring service quality and adherence to the client contract.

You will staff the call center, supervise training, monitor QA, and coordinate with payroll and scheduling staff to meet performance goals, including ADA compliance and rider-facing services. This role requires strong leadership and on-call availability.

Qualifications

• Minimum five years of supervisory experience in ADA complementary paratransit reservations and scheduling, or equivalent.
• Minimum three years supervising a call center with 20+ agents.
• Strong managerial, leadership, and training abilities.
• Experience with call center reporting and performance metrics.
• Proficient in Windows and Microsoft Office.

Responsibilities

• Staff the call center appropriately and manage scheduling.
• Oversee training, scheduling, and retraining in deficient areas.
• Monitor quality assurance and customer service of all call center staff.
• Oversee ticket store staff and passenger trip requests.
• Coordinate with client and union; act as liaison for staff.
• Be on call during all hours for issues/concerns.
• Monitor system efficiencies daily and adjust as needed.
• Collaborate with Payroll Support on benefits enrollment and pay.
• Ensure staff training and supervision to meet client standards.

Job description

MV Transportation seeks a Call Center Manager in Irvine, CA to oversee reservations, scheduling and dispatching operations, ensuring service quality and adherence to the client contract.

You will staff the call center, supervise training, monitor QA, and coordinate with payroll and scheduling staff to meet performance goals, including ADA compliance and rider-facing services. This role requires strong leadership and on-call availability.