Reservations Operations Lead

MV Transportation; San Rafael (CA); On-site; USD 34,000 - 40,000; Full time

Job summary

MV Transportation is seeking a Reservations Supervisor for a large Reservations department in the San Rafael area. The role includes supervising, counseling, training, and scheduling staff to ensure high-quality service delivery.

Ideal candidates will have prior supervisory experience in a fast-paced call center, excellent communication skills, and proficiency with reservation software and Microsoft tools. Spanish bilingual abilities and RideCo/Language Line experience are a plus.

Qualifications

• Prior supervisory experience required; preferably within a call center environment.
• Ability to handle escalated client reservation issues.
• Able to work in a fast-paced environment.
• Excellent communication and decision-making skills.
• Excellent verbal and written communication skills.
• Experience GoTo Connect is a plus.
• Experience with RideCo for paratransit and On-Demand scheduling is a plus.
• Bilingual in Spanish is a plus.
• Experience using Language Line is a plus.

Responsibilities

• Assist with managing, counseling, training, and scheduling Reservations staff.
• Manage daily operationsof the Reservations Department.
• Monitor performance management of Reservationists through coaching and documenting progressive discipline measures.
• Must have the ability to proficiently utilize a windows-based Reservation software system.
• Interact with clients and other providers and staff to ensure high-quality service delivery.
• Utilize Microsoft-based software to do a combination of data entry and analysis of business information; ensure performance benchmarks are met and completed within established deadlines; research and respond to customer complaints; maintain the highest standards of excellence in appearance and attitude.

Skills

Supervisory experience

Call center experience

Excellent communication

Bilingual Spanish

GoTo Connect experience

Language Line experience

Tools

Reservation software

GoTo Connect

Microsoft Excel

Job description

MV Transportation is seeking a Reservations Supervisor for a large Reservations department in the San Rafael area. The role includes supervising, counseling, training, and scheduling staff to ensure high-quality service delivery.

Ideal candidates will have prior supervisory experience in a fast-paced call center, excellent communication skills, and proficiency with reservation software and Microsoft tools. Spanish bilingual abilities and RideCo/Language Line experience are a plus.