Reservations/Call Center Supervisor

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

Overview

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Responsibilities

MV Transportation is seeking aCall Center Supervisor for proposed businessfor 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.

Qualifications

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.

Starting 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.

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