Manager Customer Management Center

Position at MTA Headquarters

JOB TITLE: Manager- Customer Management Center

SALARY RANGE: $92,000 - $95,000

HAY POINTS: 551

DEPT/DIV: HR Center of Excellence

SUPERVISOR: Director, Customer Management Center

LOCATION: 333 West 34th Street, New York, NY 10001

HOURS OF WORK: 8:15 am- 5:30 pm (7 1/2 hours/day)

DEADLINE: Until Filled

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation's largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

This position is eligible for telework, which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

SUMMARY:

The purpose of this position is to direct and supervise the resolution and escalation of customer inquiries and service requests in alignment with the BSC strategy and vision. The Manager- Customer Management Center is responsible for managing team workload and resources, compliance with Service Level Agreements and Key Performance Indicators, and supervising, training, and developing team members.

RESPONSIBILITIES:

Operations

Manage team workload, resources, and schedules to deliver timely, quality services and superior customer service to customers. Includes:

• Inquiry and service request prioritization and resolution by email or phone
• Interaction tracking via Siebel CRM
• Issue identification, interpretation, research, resolution, and escalation to Level 2 or 3 as appropriate
• Transaction processing in PeopleSoft
• Compliance with MTA and Headquarter policies, practices, and procedures
• Operating procedures development
• Support project activities including requirements gathering, functional design & configuration, testing, training design, development & delivery, postproduction support.

Individual and Team Responsibilities

• Share Contact Center, customer service, and functional knowledge with the team
• Champion and drive the long-term MTA, agency, and department Vision
• Track and report the status of work for the team
• Manage client relationships and provide effective customer service
• Monitor customer demand with the availability of the team
• Maintain an appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge
• Manage talent in the team, including performance, staffing level,s and competencies
• Resolve employee relations issues as appropriate and create a positive working environment

Service Management

• Monitor assignment quality and service delivery against agreed-to Service Level Agreement and Key Performance Indicator targets
• Run reports to manage, monitor, and provide Contact Center metrics
• Provide input to the budget
• Identify, implement, and manage continuous improvement activities
• Participate in process committees as necessary
• Identify, document, review, and approve input to the knowledge management tool
• Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

Competencies

• Excellent customer service skills and professional demeanor.
• Working knowledge and use of PeopleSoft or related database software to perform and support process activities.
• Ability to identify, prioritize, evaluate, resolve, and escalate complex problems promptly.
• Ability to manage multiple tasks and activities simultaneously with adherence to deadlines.
• Ability to learn, use, and teach various Contact Center enabling technologies.
• Excellent oral and written communication skills.
• Strong interpersonal skills are required, with the ability to work and collaborate with all levels within and outside of an organization.
• Excellent time management skills and ability to manage individual and team assignments.
• Ability to manage, guide, and monitor functional and budgetary aspects of the area of responsibility.
• Strong team building skills that promote cooperation and communication among teams to develop more efficient and effective operations.
• Strong understanding and experience with Contact Center performance metrics.
• Customer-oriented; seeks solutions that will provide value to the customers.
• Ability to handle sensitive situations and maintain a high degree of confidentiality.
• Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook

EDUCATION AND EXPERIENCE:

REQUIRED:

• High School Diploma or GED; and,
• Minimum 3 years of experience managing people OR 5 years leading projects, coaching, and/or mentoring
• Minimum 5 years of experience working in Contact Center operations or a related area
• Demonstrated supervisory and/or leadership abilities.

PREFERRED:

• Bachelor's degree in business administration is strongly preferred.
• Familiarity with HR (Benefits, Employment, HRIS, and Training), Finance (Accounts Payable and Payroll), and/or IT Help Desk processes.
• Advanced ability to use Siebel CRM, Oracle Enterprise Content Management (ECM), and Genesys Cloud or other Interactive Voice Response (IVR) and Workforce Management systems.
• Knowledge of Shared Services.
• Familiarity with the MTA's policies and procedures.
• Familiarity with the MTA's collective bargaining procedures.

OTHER INFORMATION:

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.