Call Center Manager (Transit) at MTM

What Will Your Job Look LikeThe 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 MAWhat 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 goalsSupervise 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 followedDrive personal accountability of staff for individual team results by conducting regular analysis of performance results documented coaching sessions performance reviews and disciplinary actionsMeet with CSC management to review metrics quality results establish goals/targets address as well as focus on areas of opportunities and developmentHost regular meetings with direct reports in an open forum to discuss performance results opportunities create action plans and promote teamworkAbility to report Key Performance Indicators that represent their Call Centers overall performance at Business Review meetings to the Executive Team monthlyIdentify additional training opportunities to assist staff in reaching maximum potentialConduct performance appraisals annually on each direct reportResponsible for approval of staff time through payroll systemDevelop/implement promotions/incentives for Call Center employees to foster teamwork morale and drive performance resultsMeets call center financial objectives by estimating requirements preparing an annual budget analyzing variances and initiating corrective actions to ensure complianceAnalyze statistical customer service center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action PlansProactively interface with cross-functional personnel on all pertinent business issues which could impact call volume or staffingUnderstand 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 accessParticipate in cross functional projects and assignments within MTM to develop processes/procedures that will drive efficiency reduce cost and create client satisfactionConduct 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 experience3 years previous experience in a transit industrys customer service management positionMinimum 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 environmentExperience with recruiting discipline management and termination processSkills:Must have proven experience dealing with conflict managementAbility to acquire and maintain an in-depth knowledge of company operations systems contract guidelines and other required policies and proceduresDemonstrated ability to manage multiple priorities in a fast-paced environmentAbility to make sound business judgmentsExcellent interpersonal skills and ability to work with and manage a variety of peopleExcellent communication skills both written and verbalExcellent public speaking and presentation skillsStrong leadership and analytical skillsKnowledge of Microsoft applications including Word Excel Access and PowerPointAbility to maintain high level of confidentialityRegular attendance is requiredEven 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 PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount Program Leadership Mentoring Opportunities Minium Salary: $65440/annuallyMaximum Salary: $75000/annuallyThis 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. #MTMTransitRequired Experience:Manager Key Skills Corporate Paralegal,Car Driving,Design Engineering,Electrical Controls,Consultancy Employment Type : Full-Time Experience: years Vacancy: 1