Paratransit Call Center Manager Date Posted:

27 September 2026

Closing Date:

October 27, 2026

Recruiter:

MV TRANSPORTATION

Location:

San Rafael, California Salary:

USD70,000

to

USD86,000

Job Type & Industry:

Data, Ai & Technology >

Ai & Technology Governance, Technology Risk Contract Type:

Permanent Job Reference:

2989937695-2 Apply for this job now Job Description MV Transportation seeks a Call Center Manager to lead a high-performing team supporting paratransit, fixed-route, shuttle, and student transportation riders. In this role you will oversee daily call center operations, staffing, and quality to ensure safe, reliable, and courteous service. You will manage agent performance, monitor KPIs, and resolve escalated rider concerns while maintaining strict safety and compliance standards. Partnering closely with operations and dispatch teams, you'll use data and feedback to drive continuous improvement and support MV's mission of connecting communities. Responsibilities Oversee daily call center operations supporting transportation and paratransit services Manage, coach, and schedule call center agents to meet service levels and quality standards Monitor KPIs, call quality, and customer feedback to improve performance Ensure adherence to safety, compliance, and privacy policies in all rider interactions Collaborate with operations and dispatch teams to resolve service issues quickly Use reports and data to forecast volume, optimize staffing, and reduce wait times Handle escalated customer concerns and ensure timely, professional resolution Support training, onboarding, and ongoing development of call center staff Implement process improvements and technology best practices to enhance efficiency Prepare and present performance reports to leadership and transit partners Required Skills Call center operations management Workforce scheduling Transportation and paratransit knowledge Customer service systems (CRM/telephony) Performance metrics and KPIs Incident and complaint resolution Staff training and coaching Safety and compliance procedures Reporting and data analysis Microsoft Office/Google Workspace