Job Description

MyCity Transportation is seeking a

Customer Service Agent

to supervise a large Dispatch department. He/she will be responsible for ensuring the Dispatch department maintains effective daily communication with drivers, including those run by subcontractors; to continually monitor service making proactive adjustments to maximize on-time performance and productivity; demonstrate effective use of scheduling software, two-way radio communication, telephone, and data analysis skills.

Job Responsibilities:

General oversight of MOCC operations Work with the Mobility Call Center, Dispatch, Scheduling, and IT Managers Ensure all positions are filled and all activities are responsive to service demand Customer service functions of the MOCC Proactive/responsive phone calls to customers and/or the Service Delivery Contractor(s) Ensure 24-hours-per-day, 7-days-per-week coverage of the MOCC Must demonstrate effective use of scheduling software, two-way radio communication, telephone, and data analysis skills Minimum education of a High School Diploma or equivalent At least three (3) to five (5) years of successful supervisory experience is preferred High level of customer focus Proficiency using Trapeze PASS is required

Talent Requirements:

College Degree in Business Management or Administration or will have degree within the next six (6) months. Ability to manage multiple projects while managing 7 days/week operations. At least three (3) to five (5) years of successful supervisory experience preferred. Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department. Ability to learn and demonstrate efficiency in the use of Trapeze. Has the ability to manage a workforce to meet customer expectations. Strong customer service skills. Ability to work independently and follow directions. * Ability to adapt and remain flexible in a dynamic environment.