Community Relations Manager

Overview If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights. Responsibilities MV Transportation is seeking a  Community Relations Manager  for proposed business to manage the call center operation and engage with the disabled community, advocates and service agencies.  Overall responsibility for call center performance ensuring that operation achieves internal efficiency standards and meets all contractual KPIs. Responsibilities: Assign duties for call center personnel and provide weekly performance evaluations Track employee hours and submit to payroll Provide continuous CSR monitoring to ensure high quality service and achievement of all KPIs Maintain ongoing communication with client, GM and customers and generate daily reports on call center operations Develop, implement and update best practices to heighten efficiency and enhanced customer service Provide outreach to the disabled community and other client related organizations Investigate and resolve all rider complaints/concerns Other duties as assigned. Serve as the primary point of contact for client regarding community relations matters. Oversee the investigation, documentation, and response to all rider comments, complaints, compliments, and other rider feedback associated with the services provided under this Agreement, including services performed by subcontractors. Ensure all rider cases are reviewed, investigated, documented, and responded to in accordance with the requirements of this Agreement. Maintain regular communication and coordination with client's Field Administrator(s) regarding rider service issues, complaint trends, and significant or escalated cases. Contact rider, as necessary or requested by client, to obtain additional information, provide information regarding client services, and conductfollow-up related to rider cases. Develop and maintain productive working relationships with senior centers, healthcare providers, adult day programs, community organizations, and otherfacilities served by client to promote effective communication, identify service concerns, and support continuous improvement in service delivery. Conduct regular visits to facilities and other locations served by client to meet with facility representatives, observe service delivery, identify recurring issues, and work collaboratively with client, CONTRACTOR staff, and subcontractors to improve service quality and the rider experience. Analyze rider comments, complaints, compliments, and other case data to identify trends, systemic issues, and opportunities for service improvement. Develop and implement corrective action plans and rider support improvements to address recurring issues. Provide regular reports to client regarding rider support performance, case activity, complaint trends, corrective actions, and other performance metrics as…