Call Center/Reservation Supervisor

Job Description

Job Description

About MJM Innovations

MJM Innovations provides technology‑enabled paratransit services that improve quality of life by delivering safe, reliable mobility for all. We combine call center excellence, scheduling/dispatch expertise, and in‑vehicle technology to help agencies serve riders with care and efficiency.

Role Overview

The Call Center Supervisor leads day‑to‑day operations for Reservationists/CSRs, Next Day Schedulers, and Same Day Schedulers (Dispatchers). You’ll monitor live service, ensure full shift coverage, validate schedules, and be the first line of support for escalations. You’ll steward our critical dispatch ecosystem—including Trapeze PASS and in‑vehicle technology—to boost on‑time performance, rider experience, and safety. Success looks like consistent ADA‑compliant service, efficient manifests and runcuts, engaged teams, and clear, timely reporting to leadership.

Key ResponsibilitiesOperational Leadership

• Oversee call center, reservations, and scheduling teams; ensure all shifts are covered and daily schedules/manifests are accurate and sent to providers.
• Monitor operations throughout the day; validate route coverage for same‑day and next‑day service and clear unassigned trips.
• Coordinate rescheduling in the event of operator/vehicle shortages while adhering to project policies.

Real‑Time Reservations& Scheduling Support

• Provide hands‑on support to Schedulers and CSRs during peaks; take escalated customer calls to mitigate complaints.
• Communicate with contractor dispatchers for overflow adjustments, capacity conflicts, and same‑day issues; rebalance as needed.
• Maintain ADA compliance: spot‑check time windows, uphold group trips, and intervene on potential violations.

People Leadership & Coaching

• Coach and counsel Reservationists, Dispatchers, and Schedulers; reinforce handbook policies and SOPs.
• Review KPIs (e.g., On‑Time Performance, Productivity, Overflow Utilization); document daily coaching notes and follow‑ups.
• Model calm, consistent leadership; promote teamwork, procedural adherence, and a culture of accountability and fairness.

Process, SOPs & Training

• Ensure SOPs are followed; flag outdated procedures and drive revisions.
• Author or update SOPs for new workflows, jurisdictional logic, and service area adjustments.
• Partner with Trainers on onboarding and cross‑training; build materials that standardize best practices.
• Develop and test runcuts to improve grouping, contractor utilization, and route balance; evaluate productivity vs. revenue hour impact.

Data, Reporting & Stakeholder Communication

• Create reports and compile documentation for operational issues, audits, and trends.
• Respond to leadership requests for data insights; summarize performance and recommend improvements.
• Interface with Brokerage Services and cross‑functional teams to achieve center goals and resolve client requests.

QualificationsRequired

• High school diploma or equivalent.
• Experience in a fast‑paced call center/dispatch environment with excellent verbal and written communication.
• Strong decision‑making, time management, and follow‑through; reliable attendance and shift dependability.
• Computer proficiency and comfort working across multiple systems simultaneously.

Preferred

• Paratransit scheduling/dispatch experience.
• Familiarity with Trapeze PASS, Ecolane, RideCo., or equivalent software.
• Experience coaching frontline teams and using KPIs to drive performance.

Work Model & Schedule

• Full‑time; supports an operation that spans multiple shifts. Early/late hours or weekend/holiday coverage may be required to ensure service continuity.

What You’ll Gain

At MJM, team members take ownership in a fast‑moving environment and see the impact of their work every day. You’ll build meaningful connections with riders and providers while growing your leadership, operations, and technology skills.

Benefits

• Medical, dental, and vision (including Teladoc)
• Company‑provided life insurance with supplemental options
• 401(k) plan
• Employee Assistance Program
• Paid time off: vacation, sick days, floating holiday, and an annual “Volunteer Day”

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.

Why you should join our team . . .

•At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.

•Transit-Technology is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.