Call Center Manager

Company: MV Transportation
Location: Waltham
Posted on: January 6, 2026

Job Description:

MV Transportation, Inc., a leader in providing comprehensive, reliable, and efficient public transportation solutions, is seeking a Call Center Manager to oversee the operations of our customer service center. This role is crucial for ensuring the highest standards of customer support and satisfaction in alignment with our commitment to enhancing community mobility. The ideal candidate will manage daily operations, develop strategies to improve customer service, and ensure that our call center meets the dynamic needs of the transportation industry. Oversee daily operations of the call center, ensuring compliance with company policies and industry regulations. Manage and supervise call center staff, including hiring, training, and performance evaluation. Develop and implement strategies to enhance customer satisfaction and operational efficiency. Analyze call center data and generate reports on performance metrics to guide decision-making and improvements. Coordinate with other departments to integrate customer service initiatives with broader company objectives. Handle complex customer complaints and issues, ensuring timely and effective resolutions. Foster a supportive and motivating environment for staff to achieve their potential and meet service standards. Strong leadership and team management skills Excellent communication and interpersonal skills Proficient in data analysis and performance metrics Deep knowledge of call center software and technology Experience in managing, training, and coaching staff Ability to handle and resolve conflict and complex issues Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k Certified Call Center Manager (e.g., CCCM) Project Management Professional (PMP) certification is a plus

Keywords: MV Transportation, Westfield , Call Center Manager, Customer Service & Call Center , Waltham, Massachusetts