Taxi Call Center Manager

Lead the Team. Enhance Service. Keep the City Moving.

At zTrip, every ride begins with a customer interaction. Our Call Center team plays a critical role in ensuring passengers receive prompt, professional, and reliable service from the moment they contact us. We are seeking an experienced and people-focused Taxi Call Center Manager to oversee daily call center operations, develop high-performing customer service teams, and drive service excellence across all customer interactions.

This is an ideal opportunity for a strong leader who thrives in a fast-paced environment, enjoys coaching employees, and is passionate about delivering exceptional customer experiences while supporting operational success.

Benefits & Perks

• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Career Advancement Opportunities
• Leadership Development Programs
• Supportive Team Environment
• Long-Term Career Growth
• Stable Employment with a Growing Organization

Position Overview

As the Taxi Call Center Manager, you will oversee the daily operations of our transportation call center, ensuring passengers receive outstanding service while maintaining efficiency, accuracy, and professionalism. You will lead a team of customer service representatives and dispatch support staff, manage performance metrics, resolve escalated customer concerns, and develop strategies that improve service quality and customer satisfaction.

Success in this role requires exceptional leadership skills, operational awareness, strong communication abilities, and a commitment to building a customer-focused culture.

Key Responsibilities of a Taxi Call Center Manager:

Call Center Operations Management

• Oversee day-to-day call center operations and customer service activities.
• Ensure calls are handled professionally, efficiently, and according to company standards.
• Monitor staffing levels and scheduling to maintain service coverage.
• Manage call volume, service levels, response times, and operational performance.
• Develop procedures that improve efficiency and customer experience.

Team Leadership & Development

• Recruit, train, coach, and mentor customer service representatives.
• Conduct regular performance evaluations and coaching sessions.
• Foster a positive, accountable, and high-performing team culture.
• Identify employee development opportunities and support career growth.
• Reinforce customer service standards and operational expectations.

Customer Service Excellence

• Ensure a high level of customer satisfaction across all customer interactions.
• Handle escalated customer concerns and service recovery situations.
• Monitor call quality and provide constructive feedback to team members.
• Develop strategies to improve customer retention and service quality.
• Promote a customer-first approach throughout the department.

Operational Coordination

• Collaborate closely with dispatch, operations, driver management, and leadership teams.
• Assist in resolving service disruptions and customer-impacting issues.
• Communicate operational updates and service changes to call center staff.
• Support company-wide initiatives designed to improve service delivery.
• Serve as a liaison between customers, drivers, and operational departments.

Performance Monitoring & Reporting

• Track key performance indicators (KPIs), including call volume, response times, customer satisfaction, and service levels.
• Analyze trends and identify opportunities for operational improvements.
• Prepare reports and performance updates for leadership.
• Utilize data to support staffing decisions and process enhancements.
• Implement corrective actions when performance goals are not being met.

Process Improvement & Quality Assurance

• Evaluate workflows and identify opportunities to streamline operations.
• Maintain quality assurance programs and call monitoring initiatives.
• Recommend improvements that enhance customer satisfaction and team performance.
• Ensure compliance with company policies, procedures, and service standards.
• Drive continuous improvement efforts across the call center operation.

Qualifications of a Taxi Call Center Manager:

Required Experience

• Previous leadership experience in a call center, customer service, dispatch, or contact center environment.
• Strong communication, leadership, and interpersonal skills.
• Experience coaching, mentoring, and motivating employees.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and decision-making skills.
• Experience with customer service software, phone systems, and Microsoft Office applications.

Preferred Experience

• Experience in transportation, taxi operations, logistics, hospitality, or service-based industries.
• Knowledge of scheduling, workforce management, and customer service performance metrics.
• Experience improving operational processes and service delivery.
• Familiarity with dispatching systems and transportation operations.
• Experience managing customer satisfaction and service recovery initiatives.

Core Competencies

• Call Center Leadership
• Customer Service Management
• Employee Coaching & Development
• Performance Management
• Conflict Resolution
• Process Improvement
• Team Building
• Communication & Collaboration
• Workforce Management
• Problem Solving
• Operational Excellence
• Customer Satisfaction

What Success Looks Like for a Taxi Call Center Manager:

As a Taxi Call Center Manager, you will:

• Lead a highly effective and customer-focused call center team.
• Improve customer satisfaction and service quality.
• Maintain efficient call handling and response times.
• Resolve escalated concerns professionally and effectively.
• Strengthen coordination between customer service, dispatch, and operations teams.
• Develop employees into confident and successful team members.
• Implement processes that improve efficiency and service consistency.
• Contribute directly to operational success and business growth.

Why Join zTrip?

At zTrip, the customer experience begins with the first phone call. As the Taxi Call Center Manager, you will have the opportunity to shape that experience by leading a team dedicated to helping passengers get where they need to go safely and efficiently.

You'll play a vital role in developing employees, improving customer satisfaction, and supporting the continued growth of one of the nation's leading transportation providers.

Apply Today

Join zTrip as a Taxi Call Center Manager and lead the team responsible for delivering exceptional customer service every day. If you're a motivated leader with a passion for customer care, team development, and operational excellence, we'd love to hear from you.