Call Center Manager

Overview

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Responsibilities

MV Transportation is seeking a Call Center 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 call center performance, in compliance with the policies of the contracting agency and in conformance with company procedures. The Call Center Manager is primarily responsible for, but not limited to:

• Effectively manage all call center functions, including key metrics such as call answer times.
• 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 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 reviews 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’ experience managing a call center with over 25 staff at any given time.
• Bilingual in Creole
• 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.
• Experience managing a fast-paced environment.
• Transportation industry experience a plus

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. 

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