Call Center/Reservation Manager

Job Description

Job Description

About Us: Transit Technologies serves as the parent company to a diverse network of transportation products and services that, together, cover the entire lifecycle of a vehicle using best-in-class software. An industry leader in the making, Transit Technologies is on a path to becoming a one-stop shop for transit solutions; a full end-to-end provider of revolutionized mobility services. 

Position Summary:

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.

Key Responsibilities:

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.