Paratransit Customer Service and Reservations Manager

Overview

Our client enhances transportation and aging services through cutting-edge transportation management software, outsourced management solutions, card-based programs, and custom software development. They proudly support both public agencies and private clients, specializing in government public transportation, nonprofit transit services, and commercial transit operations.

Brokerage Manager (Call Center / Reservations Manager)

Job Type: Full-time;
On-site

• 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.
• Ensure exceptional service for customers during reservation interactions.
• Address and resolve escalated service issues with professionalism and empathy.
• Ensure timely investigation and resolution of customer complaints.
• 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.
• 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.
• 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.

• 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.
• Certified Trainer or related training/development certification is preferred.
• Bilingual or multilingual proficiency is preferred.
• Experience working with seniors, people with disabilities, or other vulnerable populations is preferred.
• 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.
• Demonstrated knowledge of ADA regulations, paratransit service standards, and demand-response transportation.
• Commitment to safety, exceptional customer service, and continuous operational improvement.

This position offers a competitive base salary.

Related to:
Freight, Freight Delivery, Transportation Logistics, Logistics, Transportation, Trucking, Truckload, Supply Chain, Shipping, Asset, Asset Brokerage, Fleet, Terminal, OTR, Fleet, Dedicated, Owner-Operator, Paratransit, ADA, Van, Sprinter, Transit, Transit Authority, Bus, Metra, Ambulance, Disability transportation, people transportation, P&L, KPI, SOP, freight operations, branch management, customer development, negotiate, business development, carrier procurement, CRM, RFP, RFQ, performance management, strategic growth, business strategy, freight operations, customer service, tracking, tracing, pricing, planning, driver dispatching, post-delivery, transactional freight, shipment, delivery, Manager, Management, Supervisor, Team Lead, Team Management, Middle Management