Reservations & Dispatch Operations Manager

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

Job summary

MV Transportation seeks a Call Center Manager in California to oversee reservations, scheduling, and dispatching operations for ADA/paratransit services. You will supervise staff, monitor performance, and ensure service meets contractual standards in coordination with client teams.

Responsibilities include staffing, training, QA reviews, handling union liaison, and ensuring on-time performance while maintaining compliance with ADA and FTA requirements.

Qualifications

• Minimum five (5) years of supervisory experience in ADA complementary paratransit reservations and scheduling or related field.
• Minimum three (3) years of experience supervising a call center with 20+ agents.
• Demonstrated managerial, leadership, and training abilities.
• Expertise in call center reporting, performance metrics, and data analysis.
• High school diploma or equivalent.
• Data entry experience and familiarity with Windows-based systems.

Responsibilities

• Staff the call center effectively and efficiently.
• Oversee training, scheduling, and retraining in deficient areas.
• Monitor QA and customer service quality across call center staff.
• Oversee ticket store staff and operations.
• Manage passenger trip requests to meet productivity and on-time goals.
• Liaise with call center staff unions and the client.
• Be on call during all call center hours and emergencies.
• Ensure ADA/FTA compliance and client policies are followed.

Skills

Supervisory experience

Call center management

ADA paratransit knowledge

Leadership

Spanish basics

Data entry

Windows OS

MS Office

Education

High School diploma or equivalent

Tools

Microsoft Office

Windows OS

Job description

MV Transportation seeks a Call Center Manager in California to oversee reservations, scheduling, and dispatching operations for ADA/paratransit services. You will supervise staff, monitor performance, and ensure service meets contractual standards in coordination with client teams.

Responsibilities include staffing, training, QA reviews, handling union liaison, and ensuring on-time performance while maintaining compliance with ADA and FTA requirements.