Call Center Supervisor – Arizona

Overview:
We are working with a leading transit technology firm that is seeking a Call Center Supervisor to join their growing team. Their Paratransit services provide essential transportation, and our mission is to improve quality of life with safe, effective, and reliable mobility for all through innovative technology solutions.
This person oversees the proper use of the dispatch software Trapeze PASS and in vehicle technology working constantly with their team to improve service through management of this critical technology. The Call Center Supervisor will ensure all shifts are covered, Schedules completed and sent to providers, and will ensure daily operating performance and safety on all Customers.

Job Responsibilities:

• Supervises Call Center, Dispatching, and Scheduling staff
• Monitors the operation throughout the day
• Reviews staff schedules and daily manifests for efficiency and operational performance
• Creates reports and compiles all necessary documentation both current and historical relating to operational issues.
• Counsel/coach Reservationist, Dispatchers and Schedulers as required. Enforce the procedures and policies delineated in the Employee Handbook
• Respond to client requests
• Interface with other Administrative Brokerage Services (Demand Response) Center personnel to insure the achievement of Administrative Brokerage Services (Demand
Response) Center goals
• Oversee when necessary, rescheduling of trips in the event of operator or vehicle shortages and in consideration of project work scheduling policies

Talent Requirements:

• High School diploma or equivalent.
• Able to work in a fast-paced environment.
• Experience in paratransit scheduling utilizing Trapeze PASS, preferred.
• Possess excellent decision-making skills.
• Excellent attendance record.
• Excellent verbal and written communication skills.
• Telephone speaking and/or call center experience.
• Computer experience.

Benefits Include:
• Medical, dental & vision benefits – Including great Teladoc benefits
• Company provided life insurance & additional supplemental options
• 401K Plan
• Employee Assistance Program

Job Category: Call Center
Job Type: Full Time
Job Location: Phoenix, AZ