Job Overview
Benefits
Health Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Life insurance
Training and Development
Job Description
MV Transportation is a leading transportation management company specializing in providing efficient and reliable transit services across numerous locations in the United States. Known for its commitment to safety, quality, and customer satisfaction, MV Transportation delivers specialized solutions in public transit, paratransit, shuttle services, and other transportation needs. The company operates with high standards to ensure that all transit operations meet contractual obligations and regulatory compliance, positioning itself as a trusted partner in the transportation industry. MV Transportation prides itself on its dynamic work environment, dedication to employee development, and the delivery of world-class transit service to its clients and the communities it serves.
The Call Center Manager role at MV Transportation is a pivotal position responsible for overseeing all aspects of reservations, scheduling, and dispatching operations within the call center. This role requires strong leadership and management skills to coordinate and ensure that the call center runs efficiently while maintaining high levels of customer service. The manager will work closely with company supervisors and management teams to guarantee service quality that meets or exceeds company standards as stipulated by the operating contract. This includes managing call center staff, monitoring call hold times, ensuring quality assurance, and maintaining seamless communication between dispatch, reservations, and scheduling teams.
In addition to operational oversight, the Call Center Manager serves as a liaison between the call center staff union and the client, representing the interests of both parties and resolving issues as they arise. The position demands an individual who can adapt quickly to dynamic environments and handle multiple responsibilities effectively. Responsibilities include staffing the call center appropriately, managing training programs, overseeing ticket store staff, scheduling and rescheduling trips, and monitoring system efficiencies on a daily and hourly basis. The manager will also collaborate closely with payroll support to manage employee benefits and compensation. This full-time position requires an individual committed to upholding a professional demeanor and contributing to a positive workplace culture. MV Transportation supports equal employment opportunities and complies with applicable laws and regulations to foster a diverse and inclusive work environment. Those interested in this role should expect a supportive atmosphere that values employee growth and operational excellence.
The Call Center Manager role at MV Transportation is a pivotal position responsible for overseeing all aspects of reservations, scheduling, and dispatching operations within the call center. This role requires strong leadership and management skills to coordinate and ensure that the call center runs efficiently while maintaining high levels of customer service. The manager will work closely with company supervisors and management teams to guarantee service quality that meets or exceeds company standards as stipulated by the operating contract. This includes managing call center staff, monitoring call hold times, ensuring quality assurance, and maintaining seamless communication between dispatch, reservations, and scheduling teams.
In addition to operational oversight, the Call Center Manager serves as a liaison between the call center staff union and the client, representing the interests of both parties and resolving issues as they arise. The position demands an individual who can adapt quickly to dynamic environments and handle multiple responsibilities effectively. Responsibilities include staffing the call center appropriately, managing training programs, overseeing ticket store staff, scheduling and rescheduling trips, and monitoring system efficiencies on a daily and hourly basis. The manager will also collaborate closely with payroll support to manage employee benefits and compensation. This full-time position requires an individual committed to upholding a professional demeanor and contributing to a positive workplace culture. MV Transportation supports equal employment opportunities and complies with applicable laws and regulations to foster a diverse and inclusive work environment. Those interested in this role should expect a supportive atmosphere that values employee growth and operational excellence.
Job Requirements
- High school diploma or equivalent
- Must have Trapeze experience
- 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
- 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
Job Qualifications
- High school diploma or equivalent
- Must have Trapeze experience
- 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
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
