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Call Center Manager in Hyattsville, MD at MV Transportation

Date Posted: 1/31/2020

Job Snapshot

Job Description

MV Transportation is seeking a Call Center Manager, who works to direct the day-to-day operations of the Call Center as it relates to accurately accepting trip reservations from eligible passengers, and reports to the OCC Director. This work is done in compliance with the procedures defined by the client and in conformance with company procedures. His/her duties involve daily communication and interaction with passengers, Schedulers, Dispatchers, Reservationists, etc. He/she must also ensure that Reservationists are collecting all necessary data required to schedule trips accordingly, and organize and conduct activities to assure safe, cost-effective, on-time operating performance.

Job Responsibilities:

  • Hiring, training, coaching, and leading call center staff as they provide support for clients, and maintain high customer service standards
  • Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
  • Leading team meetings, asking questions to better understand the calls agents are receiving, educate and coach agents regarding processes and practices, and explain expectations
  • Assisting other management team members in identifying trends and establishing call center goals
  • Ensuring agents are achieving desired service levels and taking corrective action as needed
  • Evaluate performance with key metrics (accuracy, call-hold time, breaks, lunches etc.)
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
  • Prepare reports for upper management, and analyze call center data to improve processes
  • Ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Taking on other tasks or projects to support employees, other managers, and call center operations
  • Develop objectives for the call center's day-to-day activities
  • Ensure that proper call procedures are followed and that call quality is maintained
  • Speaking to clients with common courtesy, and respect
  • Using Trapeze software and associated technology tools
  • Assisting in the entry of clean, correct data
  • Ability to maintain the highest standards of excellence in appearance and attitude
  • Performs other duties as assigned

Experience:

  • Proven experience as call center manager or similar position
  • Four (4) to six (6) years' management experience in Paratransit or similar field
  • High school diploma or equivalent; higher degree in a relevant discipline will be a plus
  • Trapeze Software experience preferred

Requirements and Skills:

  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Excellent organizational and leadership skills with a problem-solving ability
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Strong coaching and leadership skills, ability to motivate employees
  • Exceptional interpersonal, customer service, verbal and written communication, and conflict resolution skills
  • Decisiveness and attention to detail
  • Able to work in a fast-paced environment
  • Managing in a union environment
  • Excellent attendance record
  • Experience working with people with disabilities
  • Positive and patient with polite, professional phone voice

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.