Call Center Manager (Transit)

What Will Your Job Look Like

The Manager Call Center is responsible for overseeing the daily operations of a high volume Call Center (CC) providing expertise and customer service/dispatch support to Members and Beneficiaries in an inbound facility including management of Supervisors Support Staff and Customer Experience Agents. The Manager Call Center will ensure that production quality and contract standards are met through monitoring service levels consumer satisfaction client satisfaction and compliance of protocols and procedures.

This position is contingent upon the award of contract.

Location: Springfield MA

What youll do:

• Manage develop and provide continuous coaching to a team of Supervisors Support Staff and Customer Experience Agents in order to meet/exceed call center performance expectations and goals
• Supervise hire motivate assign and monitor work coordinate efforts train provide guidance etc. of assigned staff and ensure department and company policies procedures and standards of performance are followed
• Drive personal accountability of staff for individual team results by conducting regular analysis of performance results documented coaching sessions performance reviews and disciplinary actions
• Meet with CSC management to review metrics quality results establish goals/targets address as well as focus on areas of opportunities and development
• Host regular meetings with direct reports in an open forum to discuss performance results opportunities create action plans and promote teamwork
• Ability to report Key Performance Indicators that represent their Call Centers overall performance at Business Review meetings to the Executive Team monthly
• Identify additional training opportunities to assist staff in reaching maximum potential
• Conduct performance appraisals annually on each direct report
• Responsible for approval of staff time through payroll system
• Develop/implement promotions/incentives for Call Center employees to foster teamwork morale and drive performance results
• Meets call center financial objectives by estimating requirements preparing an annual budget analyzing variances and initiating corrective actions to ensure compliance
• Analyze statistical customer service center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
• Proactively interface with cross-functional personnel on all pertinent business issues which could impact call volume or staffing
• Understand Call Center work processes and continuously review those processes for efficiency and initiate recommendations for process improvement opportunities and efficiencies. Maintain complete knowledge of system and telecommunications capabilities associated software applications and Internet access
• Participate in cross functional projects and assignments within MTM to develop processes/procedures that will drive efficiency reduce cost and create client satisfaction
• Conduct regular focus groups with the front line reps to receive feedback directly and gauge important issues such as employee morale etc.

What youll need:

Experience Education & Certifications:

• Bachelors degree or equivalent experience
• 3 years previous experience in a transit industrys customer service management position
• Minimum of 3 years of experience in receiving scheduling (including transfer trips) confirming all trip requests from all registered passengers including their companion(s) and/or personal care assistant(s) (PCA) as well as other eligible persons who may be visiting from outside the service area using a customized Paratransit software system.
• Minimum of 3 years of experience in dispatching services including using a customized Paratransit software system with a central dispatch location capable of always maintaining radio contact with all vehicles.
• Experience in coaching mentoring and fostering a positive work environment
• Experience with recruiting discipline management and termination process

Skills:

• Must have proven experience dealing with conflict management
• Ability to acquire and maintain an in-depth knowledge of company operations systems contract guidelines and other required policies and procedures
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Ability to make sound business judgments
• Excellent interpersonal skills and ability to work with and manage a variety of people
• Excellent communication skills both written and verbal
• Excellent public speaking and presentation skills
• Strong leadership and analytical skills
• Knowledge of Microsoft applications including Word Excel Access and PowerPoint
• Ability to maintain high level of confidentiality
• Regular attendance is required

Even better if you have...

• Prior experience in a paratransit service call center (to include dispatching reservations and scheduling).

Whats in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Minium Salary: $65440/annually

Maximum Salary: $75000/annually

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.

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