Call Center Supervisor at Eclaro

Phoenix, AZ

About the Job

Call Center Supervisor
Job Number: 24-01343

Use your skills where innovative technology solutions begin. Eclaro is looking for a Call Center Supervisor for our client in Phoenix, AZ.

Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:

A leading transit technology firm, is seeking a Call Center Supervisor to join our growing team.
Our Paratransit services provide essential transportation, and our mission is to improve quality of life with safe, effective, and reliable mobility for all through innovative technology solutions.
This person oversees the proper use of the dispatch software Client PASS and in vehicle technology working constantly with their team to improve service through management of this critical technology.
The Call Center Supervisor will ensure all shifts are covered, Schedules completed and sent to providers, and will ensure daily operating performance and safety on all Customers.

Responsibilities:

Supervises Call Center, Dispatching, and Scheduling staff.
Monitors the operation throughout the day.
Reviews staff schedules and daily manifests for efficiency and operational performance
Creates reports and compiles all necessary documentation both current and historical relating to operational issues.
Counsel/coach Reservationist, Dispatchers and Schedulers as required. Enforce the procedures and policies delineated in the Employee Handbook
Respond to client requests.
Interface with other Administrative Brokerage Services (Demand Response) Center personnel to insure the achievement of Administrative Brokerage Services (Demand Response) Center goals.
Oversee when necessary, rescheduling of trips in the event of operator or vehicle shortages and in consideration of project work scheduling policies.
Coach, counsel, and retrain staff as required.
Staff Job Responsibility:
- AM Dispatcher
  - Check the unscheduled
  - Document the dispatch log.
  - Monitor to ensure early runs pull out.
  - Verify pullouts occurred timely and MDTs are operational.
  - Test phone communication
  - Check the unscheduled ride to ensure the number of unscheduled rides does not increase substantially.
  - Dispatchers will run operational reports to monitor future lates until we can get a "late” board in dispatch.
  - Open new route
  - Assign lunches for drivers.
  - Monitor email and chat.
  - Work closely with the midday dispatch team.
  - All other duties as assigned.
- Mid-morning Dispatcher:
  - Pull up the unscheduled trips.
  - Conduct a test call to ensure open communication.
  - Dispatcher will advise Supervisor/Manager in the event there is no communication.
  - Follow up with the supervisors on any outstanding items.
  - Clients that need to be monitored
  - Time sensitive concerns
- Closing dispatch:
  - Print out the Dispatch log (this should be in time order)
  - Look at the unscheduled rides for the next day.
  - Contact MTM for the Dispatch log for next day service so the opening dispatcher has it
  - Confirm all trips were sent to the overflow providers.
  - Confirm there are no ETAs in queue.
- Opening Scheduler:
  - Matches and Batches the trips first thing in the morning.
  - Template updates.
  - Peoria Bookings.
  - Helps with dispatch when needed.
  - Schedules routes throughout the day
  - Work closely with the midday scheduler.
  - All other duties as assigned.
- Midday Scheduler:
  - Schedules throughout the day.
  - Peoria Bookings.
  - Helps with Dispatch when needed.
  - Gets schedules for overflow providers to verify the runs are in the system.
- Closing Scheduler:
  - Peoria trip sheet completed.
  - Double booking report run and completed.
  - Schedule ALL unscheduled EXCEPT will call – Approx. 7:15pm.
  - Review Routes goal is NO Violations
  - Verify lunches are in good spots.
  - 8pm email for morning 4 am routes.
  - Draf UZURV hold trips to UZURV sent trips.
  - Print to file On-Time compliance report, Provider Productivity Report, Missed/No Shows report.
  - Send email to management (OTP report, Route productivity report)
- Customer Service Agents:
  - Confirming booking with every customer
  - ETA calls
  - Eligibility bookings confirm with customer date and time (trip booked by appointment time, return trip 60-90 minutes (about 1 and a half hours) after arrival.
  - Override bookings.
  - Subscription updates, editing, cancellation.
  - New subscription
  - Customer Complaints

Required Skills:

Confirm service area ADA/NON-ADA trip.
90 minutes (about 1 and a half hours) at one destination before departing for the 2nd leg trip.
Schedule assigned in Eleveo (lunch/break)
Talk time 3 minutes.
Speed 2 seconds
Every call should be answered (No abandon calls)
Warm transfer
When customer placed on hold make sure to check with customer after 30 seconds (hold time 1minute or less)
Multiple trips booking ask assistance from sups.
Use CSR knowledge.
Will call only for medical appointments.
One call resolution
Don't give out unnecessary information (vehicle type/number, driver name )
Useful tool/links
Other duties as assigned.

If interested, you may contact:
Jeanine Hastings
jeanine.hastings@eclaro.com
646-755-9303
Jeanine Hastings | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.