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Call Center Manager in San Francisco, CA at MV Transportation

Date Posted: 10/5/2018

Job Snapshot

Job Description

MV is looking for an experienced Call Center Manager to oversees all reservations, scheduling, and dispatching operations. He/she will work closely with MV's management and supervisor teams to confirm service is high quality. They oversee all customer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch and scheduling staff to confirm that all Dispatch, Scheduling & Reservations operations appropriately represent and consistently meet company standards as directed by company's operating contract.

Position is located in San Jose, California. Relocation assistance is available.

JOB RESPONSIBILITIES:

  • Appropriately staff Dispatch, Scheduling and Reservations.
  • Manage and oversee training, scheduling of staff and re-training in any deficient areas of Dispatch, Reservations and Scheduling staff.
  • Monitor and oversee all quality assurance/customer service of all Dispatch, Scheduling and Reservations staff.
  • Oversee and monitor ticket store (Client Accounts) 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 Dispatch, Scheduling & Reservations staff union.
  • Act as the direct liaison with the client for the Dispatch, Scheduling & Reservations and its employees.
  • Be "on call" during all hours of the Dispatch, Scheduling & Reservations operations for issues/concerns.
  • Daily/hourly monitor all system efficiency and adjust when needed.
  • Work with Accounting Manager to manage ongoing benefits for Dispatch, Scheduling & Reservations employees.
  • Work with Accounting Manager on daily and bi-weekly timekeeping of Dispatch, Scheduling & Reservations employees to ensure proper employee pay.
  • Maintain professional demeanor and appearance.
  • Maintain attendance within policy.
  • Handle multiple tasks accurately and effectively.
  • Additional responsibilities, as assigned.

KEY RELATIONSHIPS:

Peers; General Manager, Maintenance support staff, Safety support staff, Support and Dispatch, Scheduling & Reservations staff and Client management

TALENT REQUIREMENTS:

  • Formal education beyond high school is desirable and may be substituted for a portion of the experience requirement.
  • Must have a minimum of (5) five years of comprehensive experience in operations management and a combination of (7) seven years of management or supervisory experience in a paratransit and or Fixed Route environment with knowledge of Trapeze scheduling software.
  • Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.
  • Trapeze experience is preferred.
  • 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.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.