Master's Transportation, Inc.
Call Center Manager
Master's Transportation, Inc., Kansas City, Missouri, United States, 64101
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 manager is responsible for setting operational goals, supporting ongoing training to strengthen employees’ knowledge of products, services and troubleshooting, reviewing performance data to identify trends and leading continuous improvements that enhance processes and elevate the customer experience.
Essential Functions
Drive revenue growth by consistently surpassing forecasted targets through a proactive rental and sales strategy.
Manage seasonal rate structures to maximize revenue and maintain competitive pricing.
Oversee online reservations, ensuring accuracy of rates, 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, 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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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 manager is responsible for setting operational goals, supporting ongoing training to strengthen employees’ knowledge of products, services and troubleshooting, reviewing performance data to identify trends and leading continuous improvements that enhance processes and elevate the customer experience.
Essential Functions
Drive revenue growth by consistently surpassing forecasted targets through a proactive rental and sales strategy.
Manage seasonal rate structures to maximize revenue and maintain competitive pricing.
Oversee online reservations, ensuring accuracy of rates, 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, 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.
#J-18808-Ljbffr