Paratransit 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.
• Direct the day-to-day operation of the client call center and ensure services are delivered in accordance with this Agreement and client's established objectives, standards, and performance requirements.
• Oversee call center functions supporting all rider-facing services provided under this Agreement, including reservations, rider support, demand-response mobility programs, and other services assigned by client.
• Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to call center services.
• Be proficient in call center operations and demonstrate competency in all aspects of the client service necessary to effectively manage reservations, rider communications, and related call center functions.
• Ensure Call Center personnel receive appropriate training and supervision necessary to perform their assigned duties and deliver service that meets or exceeds client's established objectives and standards.
• Monitor call center performance and work with CONTRACTOR staff and subcontractors, as applicable, to identify operational issues, implement improvements, and maintain compliance with client's service standards.
• Attend meetings, presentations, and other events as requested by client.
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Talent Requirements

• A minimum of five (5) years of supervisory experience in ADA complementary paratransit reservations and scheduling, or a combination of ADA complementary paratransit experience and experience in a related field.
• A minimum of three (3) years of experience supervising a call center with twenty (20) or more call center agents.
• Demonstrated managerial, leadership, and training abilities.
• Demonstrated expertise in call center reporting, standard call center performance metrics, statistical analysis, and the use of performance data to evaluate call center operations and individual agent performance.
• High School diploma or equivalent.
• 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.

Salary range: $82,636 - $111,802

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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