Call Center Supervisor

Call Center Supervisor BASIC FUNCTIONS:

The NEMT Operations Supervisor directly manages call center, dispatch, router and scheduling staff activities and supports all functions of the NEMT Operations Center. Supervisors provide oversight, direction, and assistance to operations staff so they can effectively and efficiently schedule and assign trips, and support members, transportation providers, and external partners.

Supports daily operations, offers guidance and assistance to staff, consistently monitors all systems including but not limited to internal and external communication, trip management, and handles escalations from members, agents, transportation providers, and partners. Escalates issues as needed to management.

This position supports all units within Com Trans and in support of the Com Transmission and goals. This position utilizes business knowledge, independent and creative thinking. Com Trans is a safety sensitive company.

Job description(s) are subject to change based on business necessity.

Regular:
Full-time; TBD depending on experience/exempt position.

Education:

College or equivalent preferred but not required.

Experience:

2-4 years' experience in call center operations, and/or routing and dispatch required.

Age:
All Com Trans employees must be at least 18 years old.

Supervisors must be able to:

• Communicate effectively both verbally and written in English.
• Work Independently
• Use sound judgement in decision making, and problem solving
• Demonstrate and encourage leadership in all functions
• Be thoroughly knowledgeable of routing/dispatch/call center/data management/reporting functions (viewed as an expert) including routing, scheduling, mapping, time constraints, and data entry, analysis, and review.
• Maintain an organized and efficient work environment.
• Exceptional knowledge of regional streets, address, direction.
• Multi-task, balance workload, and demonstrate good organization skills.
• Be a strong team player.
• Understand customer service internally and externally.
• Utilize information systems, ride management systems, and the Microsoft Office Suite of programs.
• Able to quickly learn and become an expert-level user for ride management, communication, and other internal systems.
• Able to quickly learn and apply contractual and operational policies, procedures, processes, and
• Utilize time management skills - prioritizing and planning.

• Stand, reach and extend arms
• Grasp, feel objects or controls
• Reach with hands and arms
• Talk and hear
• Able to lift at least 10 pounds
• Sit for extended periods of time
• Perform repetitive activities such as typing, using a telephone, computer mouse
• Must have adequate visual acuity as required to perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.

• Provide ongoing support and leadership to operations staff through individual and group coaching and oversight.
• Ensure all prior day transports arerouted to external providers.
• Process same day and urgent requests, communicating directly with external providers to cover trips.
• Assures all duties are completed on the Router Checklist including but not limited to addressing any unresolved emails in Provider Dispatch Email.
• Identify recurring transports and attempt to assign to appropriate provider.
• Work with provider(s) to resolve trip issues (late, no-shows, etc.)
• Review trips requests for accuracy (address, appointment time, return times, etc.,)
• Monitor all phone queues, and answer calls as needed from transportation providers, facilities, members and member representatives and communicate with providers and community partners to resolve customer issues (ETAs, no-show, etc.)
• Provide customers with trip confirmations and ETAs, call providers when necessary.
• Work with providers in providing trip data.
• Conduct preliminary investigation regarding customer complaints by contacting assigned provider.
• Take escalated calls as requested
• Assumes supervisory duties when call center supervisors are absent or unavailable
• Perform data entry as required
• Other duties as assigned.

This position reports to the Operations Manager

The Dispatch Manager/Operations Manager will evaluate the performance contribution of the Dispatcher:

• Ability to process trips efficiently
• High level of customer service
• Effective Communication
• Responsiveness to deadlines
  
  Timeliness, accuracy & completion of schedules
• Attendance and Reliability

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