Brokerage Manager (Call Center / Reservations Manager)

• Location: Phoenix, Arizona
• Type: Direct Hire
• Job 11810
• Salary: $98,000 — $108,000

• Oversee the daily operations of the Reservations/Training/ Quality Assurance.
• Ensure call center is adequately staffed to handle fluctuating call volumes; adjust resources as needed.
• Supervise and evaluate performance of all staff within the broker and scheduling center.
• Manage and update SOPs for broker and scheduling operations.
• Analyze reporting data to identify areas of improvement and implement corrective actions.
• Ensure accurate trip bookings, modifications, and cancellations are handled efficiently and ADA-compliantly.
• Monitor call analytics (volumes, wait times, service levels) to maintain operational targets.
• Submit all required phone system data and contractual reports accurately and on time.
• Ensure exceptional service for customers during reservation interactions.
• Address and resolve escalated service issues with professionalism and empathy.
• Ensure timely investigation and resolution of customer complaints.
• Design and implement comprehensive training programs for new hires, focusing on ADA compliance, scheduling software, and customer service protocols.
• Lead continuous training efforts to address service gaps and implement process updates.
• Maintain training documentation, SOPs, and knowledge repositories.
• Conduct call monitoring and coaching sessions to reinforce service
  quality standards.
• Lead a team of reservation agents, trainers, and support staff.
• Conduct regular performance reviews and provide feedback and
  mentorship.
• Partner with HR and Operations in the recruitment, hiring, and
  onboarding process.
• Cultivate a culture of accountability, excellence, and continuous
  learning.
• Ensure staff training and operations adhere to ADA, HIPAA, and internal policies.
• Generate performance, compliance, and training reports to identify
  trends and opportunities.
• Support internal and external audits, QA processes, and compliance checks.

• Minimum 7 years of professional experience in customer service or call center management.
• Minimum 3 years of supervisory or management-level experience.
• Strong working knowledge of telecommunications systems and Trapeze scheduling/brokering software.
• Proficiency in IVR and call center technology.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage multiple tasks and priorities simultaneously.
• Experience in managing and coaching teams in a fast-paced environment.
• Certified Trainer or related training/development certification is preferred.
• Bilingual or multilingual proficiency is preferred.
• Experience working with seniors, people with disabilities, or other
  vulnerable populations is preferred.
• High energy, strong work ethic, and a self-motivated, hands-on
  leadership style.
• Exceptional interpersonal skills and ability to communicate across all organizational levels.
• Trustworthy and able to build meaningful relationships with internal
  and external stakeholders.
• Strategic thinker with a strong ability to anticipate and solve problems effectively.
• Strong analytical mindset, business acumen, and decision-making
  skills.
• Action-oriented with a sense of urgency and the ability to drive results under pressure.
• Demonstrated knowledge of ADA regulations, paratransit service
  standards, and demand-response transportation.
• Commitment to safety, exceptional customer service, and continuous operational improvement.

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