Call Center Manager

West Palm Beach, FL, USA|

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $46,400.00 - $72,500.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Training and Development

flexible schedule

Job Description

MV Transportation is a leading provider of transportation services known for its commitment to high-quality customer service and operational excellence. Based in the United States, this company operates in various locations, specializing in transit services including paratransit, fixed-route transit, and transportation management solutions. MV Transportation prides itself on delivering reliable and efficient transportation options, catering to a diverse clientele including public transit authorities and private sector partners. The company values innovation, safety, and customer satisfaction, fostering a work environment that promotes teamwork and professional growth.

The role of Call Center Manager at MV Transportation is a critical leadership position responsible for overseeing all reservations, scheduling, and dispatching operations within the call center. This full-time position involves close collaboration with management and supervisory teams to ensure service quality aligns with the company’s high standards and the operating contract requirements. The Call Center Manager will be tasked with managing customer service activities, monitoring call hold times, conducting quality assurance reviews of recordings, and supervising staff across reservations, dispatch, and scheduling departments.

This role requires a proactive leader who can maintain operational efficiency by appropriately staffing the call center, managing training programs, and addressing any areas of deficiency. The manager will be responsible for overseeing ticket store staff and manually or automatically managing trip requests to meet system goals related to productivity, on-time performance, efficiency, and vehicle capacity. In scenarios of operator or vehicle shortages, the manager will coordinate rescheduling efforts while adhering to project work policies.

In addition to operational oversight, the Call Center Manager serves as the primary liaison for union staff and interacts directly with clients to represent call center operations and resolve issues. The role demands availability to be on call during all hours of operation to address any concerns promptly. A strong focus on system efficiencies, regular adjustments, and coordination with the Payroll Support Manager for employee benefits and payroll processing are essential components of this position.

Candidates for this position should possess strong customer service skills, be experienced with relevant software such as Trapeze, and have at least a high school diploma or equivalent. The ability to supervise teams, multitask, and maintain professionalism under dynamic conditions is crucial. Proficiency in English is required, and basic knowledge of Spanish may be necessary depending on contract location. This role offers a challenging and rewarding opportunity to lead a vital component of MV Transportation’s service delivery, ensuring high operational standards and customer satisfaction within a supportive and dynamic organizational culture.

Job Requirements

High school diploma or equivalent
must have Trapeze experience
data entry experience
strong customer service skills
ability to supervise
ability to read, write and speak clearly the English language
able to use multi-line phone system and handle multiple tasks concurrently
ability to work independently and follow directions

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