Paratransit Call Center Manager

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 is seeking a Call Center Manager for proposed business to oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s management and supervisor teams to confirm service is high quality. They oversee all customer 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 company’s operating contract.

Job Responsibilities

• Appropriately staff the call center.
• Manage and 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 and monitor ticket store staff.
• Oversee passenger trip requests manually or through use of 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 imputing 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.
• Direct the day-to-day operation of the client call center and ensure services are delivered in accordance with this Agreement and client's established objectives, standards, and performance requirements.
• Oversee call center functions supporting all rider-facing services provided under this Agreement, including reservations, rider support, demand-response mobility programs, and other services assigned by client.
• Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to call center services.
• Be proficient in call center operations and demonstrate competency in all aspects of the client service necessary to effectively manage reservations, rider communications, and related call center functions.
• Ensure Call Center personnel receive appropriate training and supervision necessary to perform their assigned duties and deliver service that meets or exceeds client's established objectives and standards.
• Monitor call center performance and work with CONTRACTOR staff and subcontractors, as applicable, to identify operational issues, implement improvements, and maintain compliance with client's service standards.
• Attend meetings, presentations, and other events as requested by client.
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Talent Requirements

• A minimum of five (5) years of supervisory experience in ADA complementary paratransit reservations and scheduling, or a combination of ADA complementary paratransit experience and experience in a related field.
• A minimum of three (3) years of experience supervising a call center with twenty (20) or more call center agents.
• Demonstrated managerial, leadership, and training abilities.
• Demonstrated expertise in call center reporting, standard call center performance metrics, statistical analysis, and the use of performance data to evaluate call center operations and individual agent performance.
• High School diploma or equivalent.
• Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not 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.

Salary range: $82,636 - $111,802

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.

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