Call Center Representative

Alright, let's talk about this Call Center Manager role in Dallas, TX. This isn't about taking a few calls. You'd be running the whole show for reservations, scheduling, and dispatch. It's a big job with a lot of moving parts, and you're the one making sure they all work together.

What you'd be doing

You're in charge of the call center staff. That means hiring them, managing their training, and setting their schedules. If there are areas where the team needs to improve, you handle the re training.

A huge part of this is quality. You'll monitor customer service across the board, listen to call recordings for quality assurance, and keep an eye on hold times. Everything that happens on those phones needs to meet our standards and our contract requirements.

• Oversee all passenger trip requests, whether they come in manually or through our automated system.
• The goal is to hit our targets for productivity and on time performance, so you'll be balancing requests with what our operators and vehicles can actually handle.
• When things don't go to plan; like a vehicle shortage; you're the one figuring out how to reschedule trips fairly.
• You'll also manage the ticket store staff.

And there's more. You act as the direct liaison for two key groups: the union that represents the call center staff, and our client for everything related to the call center's performance.

• You need to be available "on call" during all hours of call center operations in case any major issues pop up.
• Monitoring system efficiencies is a daily (and sometimes hourly) task so you can make adjustments on the fly.
• You'll partner with our Payroll Support Manager on benefits enrollment for your team and handle the daily and bi weekly payroll input.

The experience you'll need

We need someone who's done this before at scale. You should have at least three years of experience supervising or managing a large urban call center operation that handles more than 25,000 calls per month.

• Experience directly managing a team of reservationists and schedulers is required.
• You must be fully proficient in ADA policies and regulations; there's no wiggle room here.
• You should be able to operate all aspects of the Trapeze operating system or something very similar.

The rest of your toolkit

A background in data entry, dispatch, customer service, or operations is a nice bonus but not strictly required. What matters most is how you handle things now.

• Strong customer service sense is key.
• You need data entry experience and a solid grasp of Windows based systems and Microsoft Office.
• Knowing your way around a multi line phone system is essential because you'll be juggling multiple tasks constantly.
• A basic knowledge of Spanish might be required depending on our contract; we'll let you know if it applies here in Dallas, TX.

The logistics & how to apply

The schedule requires you to be "on call" whenever the center is operating. You must maintain professional conduct and appearance, keep your attendance within policy guidelines, and handle multiple tasks accurately. A quick note from legal:

A quick note from legal:

A quick note from legal: