Customer Service Call Center Manager - Transportation

MV Transportation seeks a Call Center Manager to lead a high-performing team supporting paratransit, fixed-route, shuttle, and student transportation customers. In this role, you will oversee day-to-day call center operations, staffing, and performance metrics to ensure safe, reliable, and courteous service. You will coach and develop agents, manage workforce scheduling, resolve escalated issues, and collaborate closely with operations and dispatch teams. This position champions MV's culture of safety, respect, inclusion, and continuous improvement while helping connect riders to essential services.

Responsibilities

• Lead daily operations of a transportation-focused call center supporting riders and partners
• Develop schedules, monitor volume, and adjust staffing to meet service levels
• Track KPIs, analyze performance data, and implement process improvements
• Coach, train, and mentor agents to deliver exceptional customer service
• Handle escalated customer issues and ensure timely, accurate resolutions
• Collaborate with operations and dispatch teams to coordinate service changes
• Ensure compliance with safety, privacy, and regulatory requirements
• Prepare reports for leadership on call trends, service quality, and staffing needs

Required Skills

• Call center operations management
• Workforce scheduling
• Performance metrics (KPI) tracking
• Customer service management
• Transportation industry knowledge
• CRM and call center software
• Quality assurance monitoring
• Conflict resolution
• Team leadership and coaching
• Reporting and data analysis