Call Center Manager

Company: Jaunt, Inc.
Location: Charlottesville
Posted on: November 22, 2022

Job Description:

Reports to: CEOEmployment Status: Full Time, Exempt Location of position: Jaunt officeSubmit cover letter and resume to hr@ridejaunt.orgDeadline to apply: 10/31/2022
POSITION SUMMARYJaunt is the region's award-winning public transit system, connecting the residents of Albemarle, Buckingham, Charlottesville, Fluvanna, Greene, Louisa and Nelson to all of central Virginia. Jaunt is seeking a qualified full-time Call Center Manager (CCM) to supervise this team, which handles an average of 350 calls per day for a total of approximately 350,000 trips a year. This position provides training and coaching to the call center staff to ensure quality, productivity, and timeliness of work completion and team goals. The CCM will manage special projects requiring extensive knowledge of call center operations. This position leads a team of ten: four reservationists and six dispatch staff. -DUTIES AND RESPONSIBILITIESThe position holder will: - - - - - - - - -Supervise all call center staff and all functions associated with the call center. - - - - - - - - -Monitor team performance and provide consistent feedback and training. - - - - - - - - -Provide daily direction and communication to team members, ensuring customer calls are answered in a timely, effective, and knowledgeable manner. - - - - - - - - -Ensure that the team members acquire the appropriate support, tools, and training to apply skills and knowledge on the job. - - - - - - - - -Ensure necessary staffing levels during service hours and work an alternative schedule as necessary. - - - - - - - - -Assist the service representatives in responding to calls when needed. - - - - - - - - -Practice and ensure compliance with Jaunt's ADA policies and procedures. - - - - - - - - -Communicate solutions, successes, best practices, and opportunities within the organization. - - - - - - - - -Monitor team for quality assurance, following established guidelines, focusing on problem areas, coaching, and completing required reporting. - - - - - - - - -Understand and report on daily call center operational metrics, as well as prepare daily, weekly, monthly, and quarterly customer service reports. - - - - - - - - -Serve as a mediator for resolution of issues within the team. - - - - - - - - -Act as main point of contact for Jaunt's call center technology. - - - - - - - - -Identify and define yearly goals, objectives, projects and timelines for individuals and for the contact center. Conduct periodic review of progress and results.REQUIRED KNOWLEDGE, SKILLS, AND QUALIFICATIONS - - - - - - - - -Minimum of high school diploma or equivalent. - - - - - - - - -At lease one year of experience in call center management and/or dispatch services. - - - - - - - - -Proven team building experience. - - - - - - - - -Aptitude for learning new software applications. - - - - - - - - -Ability to plan well and prioritize multiple projects simultaneously. - - - - - - - - -Excellent analytical skills to collect appropriate data and make good decisions quickly. - - - - - - - - -Demonstrated supervision aptitude with the ability to assess and motivate others. - - - - - - - - -Knowledge of business process improvement methodologies. - - - - - - - - -Ability to communicate well verbally and in writing with a diverse client base and co-workers. - - - - - - - - -Excellent customer service skills. - - - - - - - - -Ability to handle high-stress environments with multiple priorities.ADDITIONAL REQUIREMENTSEmployment is contingent upon successfully passing a pre-employment drug screening.Employment is contingent on a clean driving record that allows employee to be covered by Jaunt's insurance.Continued employment is contingent upon adherence to Jaunt's Substance Abuse Policy, including drug and alcohol screenings, as well as maintaining a clean driving record. -Jaunt employees regularly interact with passengers with disabilities. To ensure adherenceto the requirements of the Americans with Disabilities Act, all employees will be regularly trained on service delivery expectations in order to ensure the safe and timely transportation services for passengers with disabilities.
Further, those employees with direct contact with passengers with disabilities will be expected to exercise their training for passenger sensitivity, which includes securing passengers' wheelchairs to restraining devices to stabilize wheelchairs during trips. Additionally, being physically able to handle and assist disabled passengers using wheelchairs and assist disabled passengers into and out of vehicle. Further, Jaunt shall adhere with the American with Disabilities Act. The successful candidate must be able to perform the position's essential job functions with or without reasonable accommodation. The physical demands given in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made that allow individuals with disabilities to perform the essential job functions. To be considered eligible for consideration of accommodations, employees must request an accommodation and present a doctor's statement to management stating their physical limitations. Jaunt is an Equal Employment Opportunity Employer. In addition to the provisions of Title VI of the Civil Rights Act of 1964, Federal Transit Laws, 49 U.S.C. 5332(b), states "no person in the United States shall on the grounds of race, color, religion, national origin, sex, or age be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under any project, program or activity funded in whole or in part through financial assistance under this Act."
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Keywords: Jaunt, Inc., Charlottesville , Call Center Manager, Executive , Charlottesville, Virginia