What are the responsibilities and job description for the Assistant Manager of Mobility Call Center position at Maryland Department of Transportation?
Maryland Transit Administration
Assistant Manager of Mobility Call Center
Administrator III (2588)
Executive Service
*This position serves at the pleasure of the appointing authority*
Open to all qualified applicants
**Bilingual applicants are encouraged to apply**
Are you seeking a job where your work is rewarding and provides excellent benefits? The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) invites you to apply today to be considered for a position that provides customer service to the citizens of Maryland every day. The MTA is one of the largest transit systems in the United States and is seeking dynamic and energetic individuals to join the MTA team.
The Assistant Manager of the Mobility Call Center oversees the daily operations of a seven (7) day-a-week, 365-day-a-year inbound call center, ensuring the efficient administration of all services. This role includes monitoring staff performance and call volumes, ensuring optimal staffing levels through efficient scheduling, supervising, mentoring, and coaching employees, collaborating with the technical team to monitor software systems, and addressing operational and administrative issues. The Assistant Manager ensures compliance with MTA and ADA policies, develops and implements training programs, and supports customer service functions for Call Center Supervisors and Reservation Agents. Additionally, this position is responsible for managing customer escalation calls, handling labor and disciplinary issues, tracking key performance indicators, and assisting in short- and long-term planning aligned with the department’s mission.
This role requires coordination with multiple departments and groups, including the Maryland Department of Transportation, MTA Leadership, Labor & Employee Relations, Information Technology, Performance Management, Customer Relations, as well as community and disability advocacy groups. The Assistant Manager is responsible for implementing and updating Standard Operating Procedures (SOPs), assessing business impacts, driving individual and team performance, and recommending corrective actions to improve efficiency and service quality. Supervising a team of four (4) Supervisors and 78 Reservation Agents, this position ensures smooth call center operations, oversees service delivery, and maintains high customer service standards. This fast-paced role is critical to the effective execution of mobility services and maintaining compliance with regulatory requirements.
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Six years of administrative or professional work.
At least one year must include one or more of the following:
Managing general operations of a unit
Applying rules and regulations
Developing policies or procedures
Selective Qualification: 3 years prior management or leadership experience is strongly preferred, supervising staff in a public or private operations management, customer service or call center environment.
You must complete a Maryland Department of Transportation (MDOT) application (Form DTS-1) to be considered for this recruitment. Resumes may not be substituted for the application. It is essential that the application is filled out completely and accurately, listing all relevant experience in detail and addressing the specific requirements shown above. Please include all relevant experience on your application. This includes, but is not limited to, full or part-time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for within MDOT, one of the Transportation Business Unit, or the Authority.
NOTE: Applications not filled out will not be considered. The selected candidate may be subject to background and reference checks. Employees are subject to the State Substance Abuse Policy to include possible drug testing.
Applications must be completed and submitted online by registering at https://www.governmentjobs.com/careers/mdotmd.
Applicants with degrees granted outside of the United States will be required to provide a written evaluation of education documentation by a credentialing organization such as World Education Services: International Credential Evaluation (WES), https://www.wes.org/.
MTA Does Not Discriminate Based On Age, Ancestry, Color, Creed Gender Identity or Expression, Genetic Information, Marital Status, Mental or Physical Disability, National Origin, Race, Religious Affiliation, Belief or Opinion, Sex or Sexual Orientation.
Reasonable accommodations for persons with disabilities will be provided as requested.
The Maryland Department of Transportation is not sponsoring new employees in the application of the H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration and Reform Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees; the potential employer must assume all sponsorship fees.
Issued Date 03/31/2025
Salary : $69,323 - $112,044
