Job Description

Job Title: Call Center Manager

Classification: Exempt

Reports To: Director of Operations

Position Type: Full Time

Work Schedule: M-F 8:00 AM – 5:00 PM

Work Location: Kansas City, MO

Job Summary:

The call center manager oversees the daily operations of the call center to ensure service excellence, efficiency, and strong team performance. The call center manager is responsible for helping set operational goals, support ongoing training to strengthen employees’ knowledge of products, services, and troubleshooting. This role will review performance data to identify trends and lead continuous improvements that enhance processes and elevate the customer experience.

Essential Functions:

• Drive revenue growth by consistently surpassing forecasted target through a proactive rental and sales strategy.
• Manage seasonal rate structures to maximize revenue and maintain competitive pricing.
• Oversee online reservations, ensuring accuracy of rate, availability, and promotional offers across digital platforms.
• Monitor key revenue KPI’s including utilization, reservation conversion rates, and pricing performance, adjusting strategies as needed.
• Ensure full compliance with insurance requirements to safeguard the company and its assets.
• Accurately complete and maintain all required documentation and paperwork.
• Utilize company systems effectively including RIMMS, GSA STR Website, Gmail and Master’s Website.
• Regularly monitor key tools such as the tracking spreadsheet, sell over list, and workflow calendar to stay aligned with goals and priorities.
• Support clients by resolving complaints, processing orders, and providing detailed information about products and services.
• Respond promptly and professionally to customer needs and concerns to strengthen relationships and enhance customer satisfaction.

Competencies:

• Leadership.
• Employee Development.
• Customer Service.
• Problem-Solving.
• Strategic Thought.
• Employee Management.

Supervisory Responsibilities: Yes

Work Environment: Office

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Required Education/Experience/Certifications:

• High School Diploma or GED.

Preferred Education/Experience/Certifications:

• 3-5 years of call center or management experience.
• Logistics, sales, or GSA experience.
• Preferred: Bachelor’s Degree.

Travel Requirements: None 

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master’s Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

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