Call Center Manager

MJM Innovations, a leading transit technology firm, is seeking a Call Center Supervisor to join our growing team. Our Paratransit services provide essential transportation, and our mission is to improve quality of life with safe, effective, and reliable mobility for all through innovative technology solutions.

This person oversees the proper use of the dispatch software Trapeze PASS and in vehicle technology working constantly with their team to improve service through management of this critical technology. The Call Center Supervisor will ensure all shifts are covered, Schedules completed and sent to providers, and will ensure daily operating performance and safety on all Customers.

Job Responsibilities:

· Supervises Call Center, Dispatching, and Scheduling staff

· Monitors the operation throughout the day

· Reviews staff schedules and daily manifests for efficiency and operational performance

· Creates reports and compiles all necessary documentation both current and historical relating to operational issues.

· Counsel/coach Reservationist, Dispatchers and Schedulers as required. Enforce the procedures and policies delineated in the Employee Handbook

· Respond to client requests

· Interface with other Administrative Brokerage Services (Demand Response) Center personnel to insure the achievement of Administrative Brokerage Services (Demand Response) Center goals

· Oversee when necessary, rescheduling of trips in the event of operator or vehicle shortages and in consideration of project work scheduling policies.

Talent Requirements:

· High School diploma or equivalent.

· Able to work in a fast-paced environment.

· Experience in paratransit scheduling utilizing Trapeze PASS, preferred.

· Possess excellent decision-making skills.

· Excellent attendance record.

· Excellent verbal and written communication skills.

· Telephone speaking and/or call center experience.

· Computer experience.

Why you should join our team . . .

At MJM, we hire team members who can take initiative and ownership of their daily tasks. Our work is fast paced and never the same from day to day, and our team members appreciate the impact they make on their communities. They make important connections with the customers they serve, and this experience contributes to their personal growth and professional development.

Our Benefits:

Medical, dental & vision benefits – Including great Teladoc benefits

Company provided life insurance & additional supplemental options

401K Plan

Employee Assistance Program

Paid time off - Including paid vacation & a floating holiday, sick days, and an annual employee “Volunteer Day”

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 MJM classifies as confidential.

MJM 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.