Call Center Manager

Vix Technology is a market leader in providing transit riders around the world a better passenger journey through a seamless and cashless journey. Numerous customers (transit agencies) and hundreds of thousands of their customers (transit riders) rely on Vix systems to travel on public transit every day.

We are seeking a dynamic and experienced Call Center Manager to join our team. The ideal candidate will have a proven track record in building and managing call centers, along with a positive attitude and a passion for success. In this role, you will lead a team of 4-8 individuals, ensuring effective resolution of fare related passenger issues. We are looking for someone versatile and hands-on in staff recruitment, development, training, and quality assurance.

The Call Center Manager is a client-facing role responsible for maintaining service quality and achieving key performance metrics. The manager will handle hiring, training, budgeting, resource allocation, scheduling, and coordination. They must balance strategic thinking, and analytical skills, with a focus on people-first improvement and top performance.

• Oversee on-site activities as the designated Call Center Manager.
• Monitor daily work to ensure adherence to policies and procedures.
• Conduct performance coaching and training for leads/supervisors.
• Ensure effective execution of coaching and management routines.
• Manage employee experience, including onboarding and engagement.
• Implement department operations, policies, and performance goals.
• Collaborate with cross-functional teams when needed.
• Monitor work progress for quality control and resolve issues promptly.
• Prepare daily and monthly progress reports.
• Participate in weekly progress meetings and assist with closeout activities.

• Minimum 5 years of experience as a Contact Center Manager.
• Experience in regulated sectors like healthcare, transportation, financial services, or government is beneficial.
• Four-year college degree or equivalent.
• KPI-focused with strong reporting skills.
• Strong people skills and empathy for working with disadvantaged populations.
• Ability to understand detailed project plans and specifications.
• Skilled in managing difficult customer situations and meeting commitments.
• Proficient with Microsoft Office, Teams, Salesforce, CRM, and other basic computer skills.
• Excellent written and communication skills.
• Must pass a pre-employment drug test, physical, and background check.
• Bilingual skills are a plus but not necessary.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
  

Sounds good? Then apply now. Get on board today!

Add your resume and anything else to showcase why you would be a great addition to our team. We regret that this position is only available for US Citizens or Green Card holders with current full time work rights for the US, currently residing in the USA.
No recruitment agencies, please! We won’t accept any introductions.

Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.