Description
JOB TITLE:
Senior Manager, 511 Travel Information Center
DEPT/DIV:
Customer Services
SUPERVISOR:
Director Customer Contact Center NYCT
WORK LOCATION:
2 Broadway, New York, NY 10004
HOURS OF WORK:
8:00 am - 4:30 pm (7.5 hours/day) or as required
SALARY RANGE:
$119,891 - $132,000
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.
Opening:
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.
Job Summary:
This position is responsible for managing the daily operations of the NYCT Contact Center, responding to over 1.5 million customer contacts annually via telephone and Chat (OMNY and Train interactions); providing customers with travel, OMNY, and Reduced-Fare information; and recording safety issues, complaints, Lost and Found communications, and commendations. In addition, this position manages customer service agent availability, training, and performance, including content entered in the Salesforce CRM (Customer Relationship Management) System database, as well as Microsoft Dynamics CRM. The position also oversees the Contact Center Supervisors and their responsibilities related to the Contact Center operations.
Responsibilities:
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Manages the daily operation of the NYCT Contact Center. Includes developing agent work schedules to meet daily peak call volumes, minimizing call wait times, and providing daily briefings to ensure agents are aware of the latest service information. Ensures agent availability by maintaining the attendance database, initiating employee counseling, warnings, and other disciplinary actions as required for 511.
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Coordinate meetings with Union Management/Representatives to discuss employee performance issues, including attendance reviews for 511 and OMNY, corrective actions, and other department-related matters. Reviews, verifies, and approves employee time sheets. Resolves discrepancies and ensures time submission in accordance with payroll deadlines.
- Monitors customer service agent performance against quality assurance and service level standards. As mandated, complete 1% of yearly volume of test calls, customer surveys, and monitored calls using Genesys CCaaS remote listening system to measure the accuracy of agent information provided, and the level of empathy/courtesy and attentiveness shown to customers.
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Prepares and maintains information scripts for internal and external use for on-hold messaging and the automated Interactive Voice Response System. Recommends and implements initiatives to improve customer service agent efficiency and Contact Center operations.
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Formulate and conduct Train the Trainer sessions to furnish training materials and tools to assist Call Center Supervisors in teaching systems in a friendly and relatable manner. Schedule and provide continued refresher training sessions to representatives and supervisors; also, train new employees in Genesys Cloud, Cassie, Soft Skills, and Chargerback Lost Property when trainers are not in service/on duty.
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Coordinate with GoodTemps Human Resources to acquire temporary staffing to assist with Call Center operations. Weekly Timesheet Management and approval, along with periodic meetings to communicate agent expectations and performance concerns.
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Coverage of OMNY Contact Center operations in the absence of the Senior Manager, 511/OMNY, requires that management and agents within the same department be cross-trained to ensure administrative continuity and operational effectiveness, as Customer Service Representatives who fall under the same Union are trained to support both 511 and OMNY functions.
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Assist in managing OMNY/511 Customer Service Representatives in supporting OMNY Customer account management and Transit account management, including verification of taps and trips, account information, order history, value loads, missing taps, fare cap progress, charge history, and claim investigations, reduced fare account inquiries, and general OMNY guidance, while accommodating anticipated increases in CRM permissions and responsibilities.
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Coordinates with the Director, Customer Contact Center, to update Department Policies and Procedures, in addition to current operational standards, and upcoming project management. Serves as a liaison coordinating the preparation and submission of administrative documents for appropriate handling. Attends meetings with vendors to review products offered to determine if the application and service provided will be beneficial to the Call Center operation.
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Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
Required Knowledge/Skills/Abilities:
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Demonstrated supervisory and/or leadership abilities.
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Must have knowledge of Automatic Travel Information System (ATIS), Contact Center Metrics Report development, Help Point, Automated Fare Collection (AFC), Internet Claims Exchange System (ICES), and Photo Identification Card (PIC) system or related systems.
- Must have knowledge of the Customer Relationship Management (Salesforce CRM) system.
- Excellent communication and interpersonal skills.
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Excellent organizational and presentation skills.
- Demonstrated ability to work with all internal levels within the organization.
- Demonstrated ability to communicate and interact well with external agencies; External agencies may include the Governor's Office for New York State, New York City government, elected and other public officials, as well as staff located at other federal and state agencies or authorities.
- Demonstrated ability to work effectively in a high-profile, high-pressure environment.
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Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short and long-term goals of the Customer Contact Center.
- Demonstrated ability to complete short and long-term projects effectively and as efficiently as possible.
- Demonstrated analytical capabilities and quantitative skills.
- Well-versed with the Genesys CCaaS (Contact Center as a Service) platform.
- Demonstrated proficiency in Microsoft Office or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.
Required Education and Experience:
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Bachelor’s Degree in Arts/Sciences (BA/BS) in Business, Transportation, Public Policy, or a related field, or an equivalent combination of education and experience may be considered in lieu of a degree.
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Minimum 5 years of related experience
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Minimum 3 years in a managerial and/or leadership role.
The Following is/are preferred:
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Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
- Familiarity with the MTA's policies and procedures.
- Familiarity with the MTA's collective bargaining procedures.
Other Information
May need to work outside of normal work hours (i.e., evenings and weekends)
Travel may be required to other MTA locations or other external sites.
According 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 those concerning veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
