PRINCIPAL ACCOUNTABILITIES: 1. Assists with supervising the daily operations of the Operations Call Center, including interviewing, recommending for hire and fire, training, supervision, monitoring and administrative needs of the Operations Center personnel. 2. Assists with implementation of supervisory standards and procedures in key operational areas, including reservations, service monitoring and follow-up. Supervises assigned staff in monitoring reservations, service delivery, call activity, complaint investigation and problem resolution. 3. Provides 24-hour, 7-day on-call availability to respond to service emergencies, including vehicle accidents, customer incidents/injuries and service disruptions. Ensures proper follow-up and documentation occurs. 4. Provides operational oversight and guidance regarding policies and handling of customer interactions with an emphasis on quality customer service to Service Providers relating to all aspects of service delivery. 5. Participates in the development of employee performance standards; trains and monitors assigned staff on these standards while providing clear direction and performing continual evaluations and one to one coaching/discipline of assigned staff. 6. Troubleshoots, analyzes, resolves and documents, customer incidents/complaints relating to service on the street in real time. 7. Creates, prepares and analyzes system data and reports relating to various aspects of service for quantity and quality. Monitors agents and team call handling for quality and efficiency by real-time monitoring and by interpreting Automatic Call Distributor (ACD) report data and NICE recordings. 8. Responsible for developing efficient staff work schedules and for developing and enforcing agent performance benchmarks. Makes recommendations to improve agent and team call handling. 9. Monitors the performance and data integrity, ACD and digital recording systems, etc. Troubleshoots and reports system failures and discrepancies in a timely manner to ensure optimum system performance. 10. Analyzes and communicates daily status of Operations Center activity to Supervisors and other staff in a timely manner. Ensures staff work shifts are adequately covered and obtains back-up personnel when appropriate. 11. Prepares written responses to customers, service providers, internal and external inquiries/concerns in a clear, concise, substantive, timely and grammatically correct fashion. 12. Must be able to make independent customer-oriented decisions regarding real time service delivery and address service provider issues with consistent verbal and written follow-up, when necessary. 13. Acts in the role of Supervisor of Operations in their absence. 14. Performs other tasks as required by ADA Services. Works alternative and rotating work shifts as needed. KNOWLEDGE & SKILLS REQUIRED: Associates Degree in Communications, Public or Business Administration, Operations, Transportation or related area and three (3) years of experience in a computerized call and/or dispatch center utilizing an ACD telephone system required, including at least two (2) years of experience in a supervisory role of distributed staff required strongly desired. Three (3) years of supervisory experience may be substituted for the degree requirement. Experience in paratransit operations preferred. Demonstrated interpersonal skills, conflict resolution abilities, coaching/disciplining and telephone etiquette skills required Excellent written and verbal communication skills required. Experience with MS Word, Excel, client file data management and Windows required. Must be able to work all shifts, including weekends, nights, holidays and travel to any location within the State of NJ, including NJ and other parts of the service area, including those not accessible via public transportation.