Call Center Manager
Company: MV Transportation
Location: Arlington
Posted on: January 6, 2026
|
|
|
Job Description:
As a leading provider in public transportation services across
the U.S. and Canada, MV Transportation, Inc. seeks an experienced
Call Center Manager to oversee the daily operations of our customer
service support center. The ideal candidate will be responsible for
ensuring a high level of service excellence that aligns with our
commitment to providing reliable and efficient transportation
solutions. This role is pivotal in maintaining our reputation by
ensuring passenger satisfaction through effective communication and
problem resolution strategies. Manage day-to-day operations of the
call center, ensuring compliance with company policies and quality
service standards. Lead, train, and develop a team of customer
service representatives to handle inbound and outbound calls
efficiently. Monitor call traffic and manage staffing levels to
ensure customer inquiries are resolved promptly. Implement
strategies to improve quality of service, productivity, and
profitability of the call center. Handle complex customer
complaints or inquiries that escalate beyond the initial point of
contact. Prepare reports and analyze call center data to improve
processes, adjust service capacity, and manage resources
effectively. Liaise with other department managers to support and
implement growth strategies within the company. Ensure all customer
service activities comply with legal and regulatory requirements.
Strong leadership and team management skills. Excellent
communication and interpersonal skills. Proficient in call center
technology, including telephony systems and CRM software. Ability
to handle high stress situations and make decisions quickly. Strong
problem-solving skills and attention to detail. Data analysis and
performance/operation metrics expertise. Medical Insurance Dental
Insurance Vision Insurance Life Insurance 401k Certification in
Call Center Management (e.g., CCMP - Call Center Manager's
Certification). Additional training in customer service or
operations management preferred.
Keywords: MV Transportation, Hartford , Call Center Manager, Customer Service & Call Center , Arlington, Connecticut
