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Customer Service Operations Supervisor

2 months ago

Marquand, Missouri, United States MV Transportation Full time

Overview:
If you reside in California, please see our

California Applicant Privacy Policy

for more information about our data handling practices and your data rights.


Key Responsibilities:
MV Transportation is in search of a

Customer Service Operations Supervisor

to manage all aspects of reservations, scheduling, and dispatching activities.

This role involves close collaboration with MV's management and supervisory teams to ensure the delivery of high-quality service.


The supervisor will oversee all customer service operations, track call hold times, conduct quality assurance evaluations of recorded interactions, and coordinate with reservations, dispatch, and scheduling personnel to ensure that all call center functions align with company standards as outlined in the operating contract.


Essential Duties:
Effectively staff the call center.
Manage and supervise training, scheduling, and re-training efforts for any areas needing improvement among call center personnel.
Monitor and evaluate the quality assurance and customer service performance of all call center staff.
Oversee ticket store personnel.

Manage passenger trip requests, either manually or through automated systems, to achieve operational goals such as productivity, punctuality, efficiency, and optimal ride lengths, while considering operator and vehicle availability and capacity.

When necessary, coordinate the rescheduling of trips due to operator or vehicle shortages, adhering to project work scheduling policies.

Act as the primary liaison for the call center staff union.
Serve as the direct point of contact with clients regarding the call center and its workforce.
Be available for immediate response during all operational hours of the call center for any issues or concerns.
Continuously monitor system efficiencies and

make necessary adjustments

as required.
Collaborate with the Payroll Support Manager to manage open enrollment and ongoing benefits for call center employees.
Assist the Payroll Support Manager with daily and bi-weekly payroll processing for call center staff.
Maintain a professional demeanor and appearance.
Adhere to attendance policies.
Effectively manage multiple tasks with accuracy and efficiency.
Additional responsibilities may be assigned as needed.

Qualifications:

Required Skills:
High School diploma or equivalent.
Experience with Trapeze software is essential.
Prior experience in data entry, dispatch, customer service, supervisory roles, and/or operations is preferred but not mandatory.
Strong customer service capabilities.
Proficient in data entry and familiar with Windows-based operating systems and the Microsoft Office suite.
Knowledge of the service area is beneficial.

Ability to read, write, and communicate clearly in English; basic Spanish proficiency may be required based on contract needs.

Capable of operating a multi-line phone system and managing several tasks simultaneously.
Ability to supervise effectively.
Ability to work independently while following directions.
Flexibility and adaptability in a dynamic work environment are essential.

MV Transportation is committed to equal employment opportunities and will not discriminate against any applicant or employee based on race, color, religion, creed, national origin, 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 through this application is solely for the purpose of assessing suitability for employment, verifying identity, and maintaining 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.

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