Call Center Operations Manager at MV Transportation

West Palm Beach, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Call Center Management, On-Time Performance, Driver Availability, Customer Relations, Staff Selection, Training, Mentoring, Communication, Safety Programs, Compliance, Client Contact, Departmental Audits, Operational Metrics Review, Policy Adherence, Labor Relations

Industry

Truck Transportation

Description

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. Responsibilities MV Transportation is seeking an Call Center Operations Manager for the call center who will provide support, leadership, and direction to the assigned operating location to ensure delivery of annual business plans. He/she will control the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures. The Operations Manager is primarily responsible fo,r but not limited to: Effectively manage on-time performance and driver availability. Effectively manage all call center functions. Effectively manage customer relations through both direct contact and outreach programs. Identify, select, train, and mentor location staff. Effectively and frequently communicate with location staff and support team members. Assist in overseeing safety and training programs, plans, and processes to ensure compliance with company, contract, and regulatory requirements. Contributes to maintaining the safety culture of the division. Maintain client contact routinely to meet or exceed expectations. Assist with conducting periodic departmental audits. Daily, weekly and monthly review of key operational metrics. Implement, promote and adhere to company policies and procedures. Participates in location labor and employee relations activities. Qualifications Talent Requirements: Must have at least three (3) years or equivalent experience within the past five (5) calendar years as an Operations Manager of an ADA Paratransit operation serving a comparably sized paratransit operation. The ideal candidate would have experience in scheduling, personnel management, and training. Must be able to work independently and have strong written and verbal skills. Knowledge of the contractual obligations is a must to perform this job correctly. Knowledge of company policy assures that the field operator is using consistent measures to assess a driver’s activity. Trapeze experience preferred. Experience managing fast paced environment. MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or 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 by this application is solely to determine suitability for employment, verify identity and maintain 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. #appcast

Responsibilities

The Call Center Operations Manager will provide leadership and direction to the assigned operating location to ensure the delivery of annual business plans and control daily transportation contract operations in compliance with agency policies and company procedures. Key duties include managing on-time performance, driver availability, all call center functions, and customer relations.