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Call Center Director

2 months ago

Marquand, Missouri, United States MV Transportation Full time
Job Summary

MV Transportation is seeking a seasoned professional to lead the day-to-day operations of our Call Center as Reservations Operations Manager. This key role is responsible for ensuring the accurate acceptance of trip reservations from eligible passengers, while maintaining compliance with client procedures and company protocols.

Key Responsibilities
  • Operational Oversight: Direct and manage the activities of the Call Center team, ensuring seamless communication and interaction with passengers, schedulers, dispatchers, and reservationists.
  • Quality Assurance: Maintain high standards of call quality, ensuring that proper procedures are followed and confidentiality of customer information is upheld.
  • Staff Development: Coach and motivate Call Center staff to achieve exceptional performance, addressing issues and finding solutions to improve overall efficiency.
  • Performance Review: Regularly review the performance of Call Center staff, providing constructive feedback and guidance to enhance their skills and productivity.
  • Technology Utilization: Effectively use Trapeze software and associated technology tools to streamline operations and improve data accuracy.
  • Customer Focus: Ensure that all interactions with clients are conducted with common courtesy and respect, maintaining the highest standards of customer satisfaction.
Requirements
  • Leadership Experience: Three to five years of management experience in Paratransit scheduling utilizing Trapeze PASS.
  • Union Environment: Proven ability to manage in a union environment.
  • Communication Skills: Excellent communication and decision-making skills, with a strong focus on customer satisfaction.
  • Attendance Record: Excellent attendance record and ability to work in a fast-paced environment.
  • Technical Skills: Proficiency in computer systems and experience working with people with disabilities.
Equal Employment Opportunity

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against applicants or employees based on protected characteristics under federal, state, or local laws.