MV Transportation

West Palm Beach, FL • Posted 4 months ago

Onsite Contract Customer Service

Overview:

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

Responsibilities:

MV Transportation is seeking a Call Center Manager to oversee all reservations, scheduling, and dispatching operations.  He/she will work closely with MV’s management and supervisor teams to confirm service is high quality.  They oversee all customer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch and scheduling staff to confirm that all call center operations appropriately represent and consistently meet company standards as directed by company’s operating contract.

Job Responsibilities:

Appropriately staff the call center.
Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff.
Monitor and oversee all quality assurance/customer service of all call center staff.
Oversee and monitor ticket store staff.
Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types.
Oversee when necessary rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies.
Be the direct liaison for the call center staff union.
Act as the direct liaison with the client for the call center and its employees.
Be “on call” during all hours of the call center operations for issues/concerns.
Daily/hourly monitor all system efficiencies and make adjustments when needed.
Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees.
Work with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay.
Maintain professional demeanor and appearance.
Maintain attendance within policy.
Handle multiple tasks accurately and effectively.
Additional responsibilities, as assigned.

Qualifications:

Talent Requirements:

High School diploma or equivalent.
Must have Trapeze experience.
Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.
Strong customer service skills.
Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package. 
Knowledge of service area.
Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.
Able to use multi-line phone system and handle multiple tasks concurrently.
Ability to supervise.
Ability to work independently and follow directions.
Ability to adapt and remain flexible in a dynamic environment.

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.

#appcast

Additional Information

City: West Palm Beach
State: FL
Zip: 33407
Country: United States
Job Type: Full Time
Posted At: 2026-02-17
Job Reference: 18604_11141
Mobile Friendly Apply: No
Category: Customer Service
Html Jobs: Yes
Url: https://click.appcast.io/t/EtptTdYDRz6oM1QcrnIesoQkDNfVxEI8Rlj4Lq8ag2F7Y5JtgQt_nKwQ5FckLcTg
Body: Overview: If you reside in California, please see our <a href="https://careers.mvtransit.com/us/en/california-privacy-policy" target="_blank" rel="noopener">California Applicant Privacy Policy</a> for more information about our data handling practices and your data rights. Responsibilities: MV Transportation is seeking a Call Center Manager to oversee all reservations, scheduling, and dispatching operations.  He/she will work closely with MV’s management and supervisor teams to confirm service is high quality.  They oversee all customer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch and scheduling staff to confirm that all call center operations appropriately represent and consistently meet company standards as directed by company’s operating contract.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> Job Responsibilities:<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> <ul><li>Appropriately staff the call center.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Monitor and oversee all quality assurance/customer service of all call center staff.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Oversee and monitor ticket store staff.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Oversee when necessary rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Be the direct liaison for the call center staff union.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Act as the direct liaison with the client for the call center and its employees.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Be “on call” during all hours of the call center operations for issues/concerns.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Daily/hourly monitor all system efficiencies and make adjustments when needed.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Work with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maintain professional demeanor and appearance.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maintain attendance within policy.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Handle multiple tasks accurately and effectively.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Additional responsibilities, as assigned.</li></ul> Qualifications: Talent Requirements:<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> <ul><li>High School diploma or equivalent.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Must have Trapeze experience.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Strong customer service skills.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package. <span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Knowledge of service area.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Able to use multi-line phone system and handle multiple tasks concurrently.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to supervise.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to work independently and follow directions.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to adapt and remain flexible in a dynamic environment.<span style="margin: 0px; padding: 0px; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li></ul>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. #appcast
Cpa: 7.48
Cpc: 0.37

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