At MTM Transit, it is never just a ride, it's personal.
We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important.
We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.
Our company culture is one of innovation, collaboration, and growth.
If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you! What Will Your Job Look Like? The Call Center Manager is responsible for overseeing the daily operations of a high volume Customer Service Center (CSC) providing expertise and customer service support to Members and Beneficiaries in an inbound facility including management of Supervisors, Support Staff, and Customer Service Representatives (CSRs). The Call Center Manager 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 RFP. Location : Durham, NC What you’ll do :
- Manage, develop and provide continuous coaching to a team of Supervisors, Support Staff, and CSRs in order to meet / exceed call center performance expectations and goals
- Supervise, 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 followed
Drive 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 Center’s 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 CSC 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 CSC 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 you’ll need : Experience, Education & Certifications :Bachelor’s degree or equivalent experienceMust possess a valid driver’s license Skills :3 years previous experience in customer service management positionExperience in coaching, mentoring and fostering a positive work environmentExperience with recruiting, discipline management and termination processMust 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 required Even better if you have...Prior experience in a paratransit or fixed route customer service call center What’s 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 ProgramLeadership Mentoring Opportunities Minium Salary : $65,440 / annually Maximum Salary : $98,160 / annually This information reflects the base salary pay range for this job based on current national market data.Ranges may vary based on the job's 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 MTM’s People & Culture. #MTMTransit
Salary : $65,440 - $98,160
