Call Center/Reservation Manager

Reservations, Quality Assurance, And Training Manager

MJM Innovations is seeking a highly motivated and experienced Reservations, Quality Assurance, and Training Manager to lead and oversee the operations of the Administrative Brokerage Service Program for Valley Metro. This role is pivotal in ensuring efficient day-to-day management of the call center's reservations/QA teams while driving training initiatives to uphold service excellence and compliance with ADA paratransit requirements.

Operational Management

Oversee the daily operations of the Reservations/Training/Quality Assurance.

Ensure call center is adequately staffed to handle fluctuating call volumes; adjust resources as needed.

Supervise and evaluate performance of all staff within the broker and scheduling center.

Manage and update SOPs for broker and scheduling operations.

Analyze reporting data to identify areas of improvement and implement corrective actions.

Ensure accurate trip bookings, modifications, and cancellations are handled efficiently and ADA-compliantly.

Monitor call analytics (volumes, wait times, service levels) to maintain operational targets.

Submit all required phone system data and contractual reports accurately and on time.

Customer Service & Escalation Management

Ensure exceptional service for Valley Metro's customers during reservation interactions.

Address and resolve escalated service issues with professionalism and empathy.

Ensure timely investigation and resolution of customer complaints.

Training & Development

Design and implement comprehensive training programs for new hires, focusing on ADA compliance, scheduling software, and customer service protocols.

Lead continuous training efforts to address service gaps and implement process updates.

Maintain training documentation, SOPs, and knowledge repositories.

Conduct call monitoring and coaching sessions to reinforce service quality standards.

Leadership & Team Supervision

Lead a team of reservation agents, trainers, and support staff.

Conduct regular performance reviews and provide feedback and mentorship.

Partner with HR and Operations in the recruitment, hiring, and onboarding process.

Cultivate a culture of accountability, excellence, and continuous learning.

Compliance & Reporting

Ensure staff training and operations adhere to ADA, HIPAA, and internal policies.

Generate performance, compliance, and training reports to identify trends and opportunities.

Support internal and external audits, QA processes, and compliance checks.

Qualifications:

Required:

Minimum 7 years of professional experience in customer service or call center management.

Minimum 3 years of supervisory or management-level experience.

Strong working knowledge of telecommunications systems and Trapeze scheduling/brokering software.

Proficiency in IVR and call center technology.

Excellent verbal and written communication skills.

Demonstrated ability to manage multiple tasks and priorities simultaneously.

Experience in managing and coaching teams in a fast-paced environment.

Preferred:

Certified Trainer or related training/development certification.

Bilingual or multilingual proficiency.

Experience working with seniors, people with disabilities, or other vulnerable populations.

Personal Attributes:

High energy, strong work ethic, and a self-motivated, hands-on leadership style.

Exceptional interpersonal skills and ability to communicate across all organizational levels.

Trustworthy and able to build meaningful relationships with internal and external stakeholders.

Strategic thinker with a strong ability to anticipate and solve problems effectively.

Strong analytical mindset, business acumen, and decision-making skills.

Action-oriented with a sense of urgency and the ability to drive results under pressure.

Additional Requirements:

Demonstrated knowledge of ADA regulations, paratransit service standards, and demand-response transportation. Commitment to safety, exceptional customer service, and continuous operational improvement.

Must be available to work non traditional schedules when needed and to be oncall when necessary.

Why you should join our team ...

At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.

Transit-Technology is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.