Description

Position at MTA Headquarters

JOB TITLE:

Senior Manager Customer Management Center

DEPT/DIV:

HR Center of Excellence

SUPERVISOR:

Senior Director Centers of Excellence

WORK LOCATION:

333 West 34th Street, New York, NY 10001

HOURS OF WORK:

9:00 am - 5:30 pm (7.5 hours/day, or as required)

FULL/PART-TIME

FULL

SALARY RANGE:

$119,891 - $134,878

DEADLINE:

Until filled

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.

Job Summary:

The purpose of this position is to direct Customer Management Center activities to ensure the appropriate resolution and escalation of customer inquiries and service requests. The Senior Manager, Customer Management Center is responsible for the Customer Management Center's alignment to HR Center of Excellence vision, compliance with Service Level Agreements and effective talent management.

Responsibilities:

• This is a performance based position and performance objectives and indicators have been designed to measure the successful candidate's achievements on a quarterly basis.
• Direct and / or manage Customer Management Center team workload, resources and schedules to deliver timely, quality services and superior customer service to customers. This shall include:
  • Issue identification, interpretation, research, resolution and escalation to Level 2 or 3
  • Operating procedure and training material development
  • Project activities (i.e., testing) participation
  • Champion and drive the long-term MTA and BSC Vision
• Define, track, analyze, and report status of work and budget for the Customer Management Center
• Develop and manage client relationships and provide effective customer service
• Maintain appropriate level of process, functional and technical knowledge and participate in training to continue to develop such knowledge
• Manage talent in the team(s) including performance, staffing levels and competencies
• Develop, negotiate, and approve Service Level Agreement (SLA) terms
• Monitor compliance to SLA and Key Performance Indicator targets for Customer Management Center
• Identify, implement, and manage continuous improvement activities
• Develop and implement business plans and customer service strategies
• Identify, document, review, and approve input to knowledge management tool

Required Knowledge/Skills/Abilities:

• Ability to creatively view customer service needs, concerns, and execute broad programs to address these issues.
• 5 years ' experience managing a contact center support staff and/or project/process

Required Education and Experience:

• H.S. Diploma or General Education Degree (GED)
• Minimum 10 years of experience. In lieu of a bachelor's degree, 10 years of relevant work experience in customer service or related field.
• Minimum 4 years of experience specifically in a managerial or leadership capacity, overseeing customer service teams or operations.
• Provide ongoing management of the call center operations both routinely and as needed. Prepare and deliver operational reports and serve as one of three primary reviewers for annual compliance testing.

The Following is/are preferred:

• Bachelor's Degree in Arts/Sciences (BA/BS)
• Minimum 1 year of experience aligning departmental activities with HR Center of Excellence vision and Service Level Agreements.
• Ability to write reports, business correspondence, and procedure manuals; present information and respond to questions from senior staff and stakeholders
• Develops customer service organizational strategies by contributing customer service information, analysis, and recommendations to strategic thinking and direction; establishing customer service objectives in line with organizational objectives.

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").