Senior Call Center Operations Manager

MV Transportation, Inc.; Vacaville (CA); On-site; USD 82,000 - 112,000; Full time

Job summary

MV Transportation, Inc. is seeking a Call Center Manager in California to oversee reservations, scheduling, and dispatch operations.

The role requires strong leadership, staff training, QA monitoring, and close collaboration with client and union representatives to ensure service quality and adherence to contracts. The ideal candidate has at least five years of supervisory experience in ADA paratransit or related fields, plus three years managing a call center of 20+ agents, with solid data

Qualifications

• Minimum of five years of supervisory experience in ADA complementary paratransit reservations and scheduling or related field.
• Minimum of three years of supervising a call center with twenty or more agents.
• Demonstrated managerial, leadership and training abilities.
• Expertise in call center reporting, metrics, and using performance data to evaluate operations and agents.
• Data entry experience and familiarity with Windows and MS Office.
• Excellent English language reading/writing skills; Spanish helpful depending on location.

Responsibilities

• Staff the call center appropriately and manage scheduling.
• Oversee training and ongoing coaching of staff; retrain where needed.
• Monitor QA and customer service quality across all agents.
• Oversee ticket store staff and manage rider trip requests for productivity and on-time performance.
• Liaise with the call center staff union and with the client on service delivery and standards.
• Be on call during call center hours for emergencies and coordinate with payroll on pay and benefits.

Skills

ADA paratransit supervision

Call center supervision

Leadership training

Call center analytics

Data entry

English proficiency

Independent work

MS Office

Education

High School diploma

Job description

MV Transportation, Inc. is seeking a Call Center Manager in California to oversee reservations, scheduling, and dispatch operations.

The role requires strong leadership, staff training, QA monitoring, and close collaboration with client and union representatives to ensure service quality and adherence to contracts. The ideal candidate has at least five years of supervisory experience in ADA paratransit or related fields, plus three years managing a call center of 20+ agents, with solid data