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MV Transportation’s Director of Operations, Call Center Manager is an analytical, statistical, and system thinker. The best candidate is comfortable working directly with operational personnel through planning and implementing day-to-day plans in addressing the needs of our customer. The position reports directly to the General Manager and Asst. Manager. This work is done in compliance with the procedures defined by the client and in conformance with company procedures. His/her duties involve daily communication and interaction with Schedulers, Dispatchers, Reservationists, and Quality Assurance specialists. He/she must also organize and conduct activities to assure safe, cost-effective, on-time operating performance and meeting contractual Key Performance Indicators (KPIs).

Experience and Skills Required:

• Three (3) to five (5) years’ experience in transportation.

• Two (2) to three (3) years’ supervisory experience preferred.

• Accounting and detailed reporting experience.

• Computer literate with working knowledge of Microsoft Office.

• Ability to effectively prioritize tasks and manage time effectively.

• Ability to appropriately interact with employees of all levels including drivers, customers, senior management, client representatives, union officials, and general public.

• Work extended hours regularly, including weekends and holidays.

• Demonstrate regular and consistent attendance and punctuality

• Possess working vehicle to travel within service area as needed.

• Meet customer certification requirements in operations software and able to act as system administrator to assist resolving local user issues.

Responsibilities:

• Assumes first-line supervision of location employees. Ensures company policies and procedures are followed.

• Assists the General Manager in day-to-day operational oversight of location operations including coach/counseling, training, routing/scheduling, contractual compliance, recruitment and hiring of location employees.

• Coordinates the dispatching, in-service monitoring, and turn-in activities involved in daily transit operations. Acts as back up member of Dispatch, Reservations, or Scheduling team.

• Develops manpower requirements for Dispatchers, Reservationists, and Schedulers; assists with evaluating trip patterns for run structure revisions.

• Develops procedure manuals for Dispatchers, Reservationist, Schedulers, Drivers, and Service Personnel. Holds routine meetings with Dispatch, Reservations, and Scheduling staff to respond to service issues and keep staff abreast of customer or company changes and requirements.

• Completes necessary daily and/or weekly reports for company and customer.

• Tracks and maintains employee attendance system, processes operations staff vacation requests.
• Maintains/orders necessary staff uniforms.

• Monitors and evaluates Operations activities. Includes: vehicle on-time statistics, missed runs, revenue/cost data, total work hours, total pay hours, customer complaint data, accident data, road call data, and other operations related functions.

• Recommends and disciplines operations personnel. Interviews necessary staff and assists with high-profile customer complaint investigations.

• Informs General and Asst. General Managers of potential risks in the operation.

• Performs all other duties as assigned and may assist with other areas based on location needs.

• Implements management policies and makes decisions regarding proper enforcement in conjunction with HR department.

• Resolves customer/parent complaints as directed.

• Recommends actions to General and Asst. Managers including personnel and discipline.

• Develops procedure documents.

Required Knowledge, Abilities and Skills:

• This position requires the ability to handle multiple tasks simultaneously and maintain composure under pressure.

• The successful candidate will also demonstrate a high customer service commitment.

• Firm knowledge and expertise in handling labor relations issues under a Union environment highly preferred.

• Excellent knowledge of Trapeze Software highly preferred.

• Proficient with MS Word, Excel and PowerPoint.

MV Transportation is committed to as 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.