Operations, Call Center Manager

Employer
Whistlestop
Location
San Rafael, California
Salary
Competitive depending on experience
Posted
Sep 16, 2019
Closes
Oct 16, 2019
Focus Areas
Human Services
Position Type
Full Time
Degree Level
Bachelors
Experience Level
Management

Whistlestop is looking for a team leader who enjoys a fast paced environment and problem-solving IRL for  real-world, real time response. We are seeking a supervisor for our transportation ride-booking Paratransit and Mobility Management services call center and our dispatch team. Help Whistlestop deliver excellent customer service to our elder and disabled clients.  Operating hours for our call center are 7 days a week, dispatch operates 22/7. 

Essential Functions:

  • Supervise and manage operations of call center with a focus on efficiency, data tracking and effectiveness
  • Motivate, train, manage and mentor staff of up to 10 call center representatives and 5 dispatchers
  • Provide best practices, goal setting and regular reporting on KPIs
  • Provide best practices, and training for staff, goal setting and regular reporting on KPIs
  • Ensure that service is uninterrupted
  • Provide excellent customer service to our accounts, including providing data, reports and information as requested, as well as attending and presenting at contract required meetings  
  • Provide excellent customer service to our clients assisting them in accessing our services
  • Oversee the maintenance, management and functionality of multi-line telephone and multiple computer applications to make and process accurate reservations
  • Regularly review and update policies, procedures and manuals on service levels, content information about Whistlestop's programs and services to callers, etc.
  • Create a culture of positive working relationships between Call Center team, dispatchers, drivers and other co-workers

Qualifications:

  • Bachelors preferred
  • At least 5 years of experience supervising non-exempt staff, with demonstrated progression of responsibilities
  • 2 or more years customer service  management experience leading a team of at least 5. Successful candidates should be able to articulate team goals, including achievements and failures
  • 1 year experience in a dispatch environment  is desired, or in a highly time sensitive service delivery industry
  • Excellent customer service mind set and passion for training others on telephone service and dispatch skills
  • Excellent communication skills and demonstrated success in motivating a diverse group of representatives
  • Computer skills, including Word, Excel and data base experience (transportation scheduling software a plus)
  • Demonstrated experience developing KPIs, making data driven decision and generating regular management reporting
  • Familiarity with public transit scheduling software is strongly desired

Whistlestop is Proud to be an Equal Opportunity Employer

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