Job Description

MVD Express is looking for an experienced (2 year minimum) Call Center Manager to Manager daily operations and personnel aiming for maximum efficiency and cost-effectiveness. This is a unique call center consisting of 10-12 personnel that operates Monday-Saturday 8am- 6pm, taking inbound Motor Vehicle questions and transactions.   You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent Call Center Manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a  Call Center Manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.



  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve  telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for upper management

Skills / Requirements


  • A Minimum of Proven 2 Years Call Center Management or Supervisor experience
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Must pass a criminal background check
  • No DUI's