Call Center Supervisor

Eclaro is seeking a highly customer service-focused, analytical individual with a strong emphasis on process improvement to join our client's team as a Call Center/Scheduling Supervisor. The ideal candidate will have experience with scheduler software, ideally Trapeze, and familiarity with Paratransit operations and contracts.

Responsibilities:

• Supervise a team of 13 direct reports, including 7 Same Day Schedulers, 4 Next Day Schedulers, and 3-4 Customer Service Representatives (CSRs) on each shift, with some overlapping of employees with other supervisors.
• Ensure efficient scheduling and dispatching of transportation services in accordance with ADA rules, fixed route vs. paratransit regulations, and 24/7 operations requirements.
• Monitor scheduling software to optimize routes, minimize scheduling violations, and improve overall service delivery.
• Implement and enforce best practices for customer service excellence, including timely responses to inquiries, issue resolution, and proactive communication with clients.
• Collaborate with other supervisors and management to address operational challenges, streamline processes, and enhance service quality.
• Provide ongoing training, coaching, and performance feedback to direct reports to foster professional development and ensure adherence to company policies and procedures.
• Generate and analyze reports on key performance indicators (KPIs), such as on-time performance, service utilization, and customer satisfaction, to identify areas for improvement and inform strategic decision-making.
• Act as a liaison between frontline staff, management, and external stakeholders to facilitate effective communication and problem-solving.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Previous experience in a similar role within the Paratransit or transportation industry preferred.
• Proficiency in scheduling software, ideally Trapeze, with the ability to quickly learn and adapt to new systems.
• Strong understanding of ADA regulations, fixed route vs. paratransit operations, and 24/7 service requirements.
• Excellent analytical skills with the ability to interpret data, identify trends, and recommend actionable solutions.
• Exceptional communication and interpersonal skills, with a focus on providing exceptional customer service.
• Proven leadership ability with experience managing and motivating teams to achieve performance goals.
• Detail-oriented with a commitment to accuracy and efficiency in all tasks.
• Flexibility to work shifts as needed to support 24/7 operations.
• This position offers the opportunity to make a meaningful impact on our organization's success and contribute to the delivery of essential transportation services to our community.