Call Center Supervisor

Job Responsibilities

• 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 passenger trip requests manually or through use of an 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 inputting 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.
• Experience with AI tools is a plus.
• Strong analytical skills and reporting cadence adherence is a plus.
• Experience with ADA eligibility determination process is a plus.

Talent Requirements

• High School diploma or equivalent.
• Must have Trapeze experience.
• Previous data entry, dispatch, customer service, supervisory and/or operating experience 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.

• Pay rate: $36.08/hour
• 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.
• If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

California - Pay Transparency Requirements

30.668-36.08