Paratransit Call Center Manager

The Call Center Manageris responsible for all aspects of managing the Transportation Services Call Center including our Paratransit schedulers and dispatching staff. Reporting to the COO, this position manages the supervision, staffing and training of 5-10 employees; the troubleshooting and resolution of client service issues; and building and maintaining effective working relationships across the organization, with business partners and vendors and with industry and community groups.

Responsibilities:

Supervision

  • Provide leadership and supervision to Call Center scheduling and dispatch employees
  • Calculate performance metrics based on reporting data as well as observation of employee and business performance.

Customer Relations

  • Build and maintain effective working relationships across the organization and with our business partners and vendors.
  • Ensure established protocol is followed for reporting, responding and resolving customer service issues including passenger complaints or operational problems.
  • Perform outreach and represent Whistlestop Paratransit services to industry and community groups including the Marin County’s Paratransit Coordination Council and Golden Gate Transit’s Advisory Committee, as well as other groups as requested.
  • Conduct or participate in a minimum of 12 Customer Information sessions and/or workshops annually.
  • In conjunction with Marin Transit, participate in the Paratransit Grievance Committee when customers submit Grievances regarding Paratransit services.
  • Provide input on the Marin Transit Paratransit Rider’s guide and other customer information.

Call Center Operations

  • Work in partnership with the Operations Managers in support of our driving staff and operations.
  • Contribute to the design and planning of service areas, including routes and contracts
  • Maintain knowledge of Trapeze software; stay abreast of changes and new releases as they apply to call center operations.
  • Ensure training provided to new and existing staff has current content and is completed according to schedule; deliver training as needed.
  • Ensure staff maintain current knowledge about utilizing all available resources and information to optimize schedules.
  • Provide coverage for scheduling and dispatch as needed.

Qualifications (knowledge, skills and abilities):

  • Demonstrated ability to motivate, coach and lead a staff.
  • Demonstrate ability to work well with people, both internally and externally.
  • Strong organizational and time management skills.
  • Ability to make quick, accurate, and appropriate decisions.
  • Ability to maintain knowledge of Trapeze software
  • Computer literate with experience in MS Word, Excel, and Access.
  • Familiarity with DOT regulations.
  • Familiarity with FTA drug & alcohol testing a plus.

Education and experience:

  • Supervisory experience, preferably in a call center or customer service environment.
  • Previous experience in transportation services; scheduling or dispatch experience preferred.
  • Bachelor’s degree or equivalent.

How To Apply:

Submit resume and letter of interest

Call Carolyn Hodge, , 415-637-6372

About Whistlestop

Located in San Rafael, CA we are recognized for two years running as one of the Best Places to Work in the North Bay. We offer a dynamic team-oriented environment where every day we get to make a positive impact on people’s lives. We offer competitive wages and a comprehensive benefits package that includes medical, dental, vision, chiropractic, life, retirement and more. Whistlestop is an equal opportunity employer. Find out more about us at