What are the responsibilities and job description for the Staff Manager position at My City Transportation?
About the Role:
We are seeking an experienced Staff Manager to oversee MyCity employees assigned to the Mobility Operations Call Center. This role ensures staffing coverage, performance quality, and excellent customer service while serving as the primary point of communication between staff, leadership, and the Prime contractor.
Key Responsibilities:
- Supervise daily staff operations and scheduling.
- Address and resolve performance issues and customer concerns.
- Manage reports for "no show," "no pay," and "high cancel" clients.
- Ensure staff compliance with policies, procedures, and fare information.
- Provide coaching, training, and performance evaluations.
- Attend required meetings and maintain strong communication with management.
Requirements:
- Bachelor's degree preferred.
- 3–4 years of related experience; leadership/supervisory experience preferred.
- Strong communication, customer service, organizational, and time management skills.
- Proficiency with Microsoft Office; familiarity with Trapeze is a plus.
- Ability to work in a fast-paced call center environment.
- All other duties as assigned.
Physical Requirements:
- Ability to sit, walk, stand, and occasionally lift up to 75 lbs.