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

Training & Development

Leadership & Team Supervision

Compliance & Reporting

Qualifications : Required :

Preferred :

Personal Attributes :

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 . . .