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.