Call Center Manager

Job Responsibilities

• Appropriately staff the call center
• Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff
• Monitor and oversee all quality assurance/customer service of all call center staff
• Oversee and monitor ticket store staff
• Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types
• Oversee when necessary rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies
• Be the direct liaison for the call center staff union
• Act as the direct liaison with the client for the call center and its employees
• Be "on call" during all hours of the call center operations for issues/concerns
• Daily/hourly monitor all system efficiencies and make adjustments when needed
• Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees
• Work with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay
• Maintain professional demeanor and appearance
• Maintain attendance within policy
• Handle multiple tasks accurately and effectively
• Additional responsibilities, as assigned

Talent Requirements

• High School diploma or equivalent
• Must have Trapeze experience
• Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required
• Strong customer service skills
• Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package
• Knowledge of service area
• Ability to read, write and speak clearly the English language - basic knowledge of Spanish may be required depending on contract location and requirements
• Able to use multi-line phone system and handle multiple tasks concurrently
• Ability to supervise
• Ability to work independently and follow directions
• Ability to adapt and remain flexible in a dynamic environment

Additional information

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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