Job Description

Administrative Manager: Reservations, Scheduling and Training (ParaTransit)

Phoenix, AZ

(This is not a remote opportunity, relocation assistance is available for qualified candidates)

My client is a leader in Ground Transportation Technology, Software and Services. They are currently in need of an Administrative Manager who can oversee the reservations, scheduling, and training for a very successful instillation in the Phoenix market.

Reporting to the General/Project Manager, the Administrative Manager will be located in Phoenix, AZ, and will receive supervision and direction from both corporate and local Phoenix management. The Administrative Manager will be responsible for providing day-to-day program management in the areas of customer service and support, provide management and support, and oversee the reservations, scheduling, and training necessary for success. Specific duties of the Administrative Manager include, but are not limited to the following:

DUTIES AND RESPONSIBILITIES:

• Report to the Project Manager
• Responsible for the day-to-day management of the Contractor’s Administrative (broker) and scheduling Center.
• Ensure that the Administrative (broker) Center is appropriately staffed to meet fluctuating call volumes and for adjusting staffing as necessary, supervising all staff within the Administrative (broker) Center, preparing, and submitting all required telephone system data and reports specified for this contract.
• Ensure all customer complaints are investigated and responded to within the required timeframe.
• Ensure customers receive exceptional service when they call to request, modify, cancel and check on service.

QUALIFICATIONS:

• At a minimum, the Reservations, Scheduling, Training, Manager must have at least seven (7) years of progressively responsible experience in the customer service or call center management fields.
• At least three (3) years of experience at or above the supervisory level.
• Administrative (broker) Manager must demonstrate a strong working knowledge of telecommunications equipment and Trapeze scheduling and brokering software and familiarity with IVR technology and other evolving telecommunications technology.
• The responsibility of the positions can be separate or joint.