Experienced Call Center Manager for Remote Operations - Overseeing Reservations, Scheduling, and Dispatching for MV Transportation

Transforming Transportation with MV Transportation: Join Our Team as a Call Center Manager

MV Transportation is a leading provider of transportation services, dedicated to delivering exceptional experiences for its clients and passengers. As a key player in the industry, the company is committed to maintaining the highest standards of quality, reliability, and customer satisfaction. To achieve this, MV Transportation is seeking an experienced and skilled Call Center Manager to oversee its remote call center operations, ensuring seamless reservations, scheduling, and dispatching services.

About the Role: Call Center Manager

The Call Center Manager will be responsible for managing the day-to-day activities of the call center, ensuring that all operations are carried out efficiently and effectively. This includes overseeing staff, monitoring performance, and implementing quality assurance measures to guarantee high-quality customer service. The successful candidate will work closely with MV Transportation's management and supervisor teams to confirm that service standards are met and exceeded.

Key Responsibilities:

• Staff Management: Appropriately staff the call center, manage training, scheduling, and re-training of staff as needed.
• Quality Assurance: Monitor and oversee all quality assurance and customer service activities, ensuring that call center staff adhere to company standards.
• Operational Oversight: Oversee ticket store staff, passenger trip requests, and rescheduling of trips as necessary, utilizing automated systems and manual processes.
• Liaison Roles: Act as the direct liaison for call center staff union and client relations, ensuring effective communication and issue resolution.
• Performance Monitoring: Daily and hourly monitor system efficiencies, making adjustments as needed to optimize performance.
• Payroll and Benefits: Collaborate with the Payroll Support Manager to handle open enrollment, ongoing benefits, and payroll processing for call center employees.
• Professionalism and Adaptability: Maintain a professional demeanor and appearance, adhere to attendance policies, and demonstrate flexibility in a dynamic environment.
• Additional Responsibilities: Handle multiple tasks accurately and effectively, and undertake additional responsibilities as assigned.

Essential Qualifications:

• Education: High School diploma or equivalent.
• Trapeze Experience: Must have experience with Trapeze systems.
• Customer Service Skills: Strong customer service skills, with the ability to communicate effectively and professionally.
• Technical Skills: Data entry experience, general knowledge of Windows-based computer operating systems, and Microsoft Office package.
• Language Skills: Ability to read, write, and speak clearly in English; basic knowledge of Spanish may be required depending on contract location and requirements.
• Supervisory Skills: Ability to supervise, work independently, and follow directions.

Preferred Qualifications:

• Previous Experience: Previous data entry, dispatch, customer service, supervisory, and/or operating experience.
• Knowledge of Service Area: Familiarity with the service area, which can be beneficial in managing call center operations effectively.

Skills and Competencies:

The ideal candidate will possess a combination of technical, business, and interpersonal skills, including:

• Multi-Tasking: Ability to handle multiple tasks concurrently and effectively.
• Communication: Excellent communication and interpersonal skills, with the ability to interact with diverse stakeholders.
• Problem-Solving: Ability to analyze problems, identify solutions, and implement corrective actions.
• Leadership: Strong leadership and team management skills, with the ability to motivate and guide call center staff.

Career Growth Opportunities and Learning Benefits:

MV Transportation offers a dynamic work environment that fosters growth and development. As a Call Center Manager, you will have opportunities to:

• Develop Leadership Skills: Enhance your leadership and management skills through training and experience.
• Expand Your Network: Build relationships with diverse stakeholders, including clients, staff, and industry professionals.
• Stay Up-to-Date with Industry Trends: Participate in ongoing training and professional development to stay current with industry best practices.

Work Environment and Company Culture:

MV Transportation is committed to creating a positive and inclusive work environment that values diversity and promotes a culture of excellence. As a remote Call Center Manager, you will:

• Work Remotely: Enjoy the flexibility of working from a remote location, with the necessary tools and support to perform your duties effectively.
• Collaborate with a Friendly Team: Be part of a friendly and collaborative team that is dedicated to delivering exceptional customer service.

Compensation, Perks, and Benefits:

MV Transportation offers a competitive salary and benefits package, including:

• Competitive Salary: A salary that reflects your experience and qualifications.
• Benefits Package: A comprehensive benefits package that includes opportunities for growth and development.

Join Our Team: Apply Now!

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Call Center Manager position at MV Transportation. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.

To apply, please submit your application through our website. We look forward to hearing from you!