Customer Service Supervisor At a glance Location: US-CA-Santa Clarita Posted: 02/14/2022 Closing: 03/13/2022 Degree: Not Specified Type: Full-Time Experience: Not Specified Job description MV Transportation is seeking a Call Center Supervisor, who works to direct the day-to-day operations of the Call Center as it relates to accurately accepting trip reservations from eligible passengers and assists with high quality service in the dispatch department. This position reports to the Paratransit Operations Manager. This work is done in compliance with the procedures defined by the client and in conformance with company policies & procedures. His/her duties involve daily communication and interaction with passengers, schedulers, dispatchers, reservationists, etc. He/she must ensure that reservationists are collecting all necessary data required to schedule trips accordingly. He/she must organize and conduct activities to assure safe, and cost-effective, on-time operating performance.

**Responsibilities**

* Ability to answer phones in a consistent manner

* Ability to speak to clients with courtesy and respect

* Ability to use Trapeze based software to do a combination of data entry and analysis to schedule trips

* Ability to analyze schedules and open work to ensure proper coverage is put into place within company guidelines

* Ability to analyze operator overtime and make recommendations for future service improvements

* Ability to assist when needed for next day paratransit optimization and scheduling

* Ability to monitor daily on-time performance related to paratransit and fixed route

* Ability to uphold rules and policies

* Ability to monitor staff attendance

* Ability to train and mentor staff when necessary

* Ability to monitor daily call center performance and report accurate phone report data

* Ability to monitor and coach customer service staff on their telephone calls to ensure high quality service is being provided

* Ability to maintain the highest standards of excellence in appearance and attitude

* Performs other duties as assigned

**Talent Requirements**

* High School diploma or equivalent

* Able to work in a fast-paced environment

* Bilingual English/Spanish required

* Experience in Paratransit scheduling utilizing Trapeze PASS

* Possess excellent communication and decision-making skills

* Excellent attendance record. Excellent verbal and written communication skills

* Telephone speaking and or call center/ dispatch experience

* Computer experience

* Experience working with people with disabilities

* Team player

*During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.*

*MV Transportation is committed to as 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.*

Customer Service Supervisor