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Reservations Operations Manager

2 months ago

Marquand, Missouri, United States MV Transportation Full time

Job Summary:

MV Transportation is seeking a highly skilled and experienced Reservations Manager to direct the day-to-day operations of the Call Center. The successful candidate will be responsible for ensuring accurate and efficient trip reservations for eligible passengers, while maintaining the highest standards of customer satisfaction and service quality.

Key Responsibilities:

  • Direct and manage the Call Center team to achieve exceptional customer service and operational performance.
  • Develop and implement effective procedures for trip reservations, ensuring compliance with client and company requirements.
  • Collaborate with Schedulers, Dispatchers, and Reservationists to ensure seamless communication and coordination.
  • Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
  • Provide coaching and training to Call Center staff to enhance their skills and knowledge.
  • Ensure confidentiality of customer information and maintain the highest standards of data security.
  • Utilize Trapeze software and associated technology tools to optimize operational efficiency.
  • Perform other duties as assigned to support the success of the Call Center.

Requirements:

  • Three to five years of management experience in Paratransit scheduling utilizing Trapeze PASS.
  • Proven track record of managing in a union environment.
  • Excellent communication and decision-making skills.
  • Strong knowledge of customer satisfaction and service quality principles.
  • Excellent attendance record and strong work ethic.
  • Excellent verbal and written communication skills.
  • Telephone speaking and call center experience.
  • Computer experience and proficiency in Trapeze software.

Equal Employment Opportunity:

MV Transportation is committed to a 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.