Description
JOB TITLE: Assistant Manager – Customer Contact Center
SALARY RANGE: $73,000 - $83,000
HAY POINTS: 417
DEPT/DIV: Customer Service
SUPERVISOR: Manager, Customer Contact Center
LOCATION: 525 North Broadway, White Plains NY, and/or Grand Central Terminal
HOURS OF WORK: 2:00pm - 10:00pm (8 hour/day)
DEADLINE: January 9, 2024
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.
SUMMARY:
Supervise the customer service representatives in the Customer Contact Center. Organize and disseminate information to Metro-North customers by supporting new and creative customer service initiatives as they apply to delivery of information to customers while adhering to department guidelines.
RESPONSIBILITIES:
Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling.
Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
Supervise and coach the Customer Service Representatives to ascertain that customer calls are being answered promptly, accurately, and with courtesy.
Assist with the daily customer service inquires received by the reps in the call center including but not limited to schedules, fares, mobile ticketing, MNR Cares, Comments, Complaints, and group travel.
Monitor conversations and respond to comments on social posts providing outstanding customer service.
Responsible to develop and administer training on new initiatives, Systems policies, and procedures to staff. Also create check for understanding to ensure quality assurance with training modules.
If needed, aid in administration for training LIRR Call Center Staff.
Perform administrative tasks: payroll, ordering supplies, inventory control, reports, etc.
Make sure the call center is equipped with up to date and correct materials regarding service information, promotions, etc. In addition, responsible to check the integrity of call center systems and report any identified defects.
When necessary, aide in the supervision of the PA console operations and ensure that delays and other exceptions are announced via the station public address system.
Position requires incumbent to be on call 24 hours / 7 days a week. Must be able to rotate work schedule when needed.
When necessary, provide supervisory assistance or perform other tasks as directed to LIRR Call Center.
Other duties as assigned.
QUALIFICATIONS:
Excellent customer service skills and aptitude are imperative.
Excellent interpersonal and front-line employee supervision/coaching/teambuilding skills. 1 to 2 years practical experience in training employees one-on-one.
Strong organizational skills acquired through previous work experience (1 to 2 years), or courses in time management organizational development, etc.
Ability to manage complex projects. Demonstrate good planning, research, and development skills. Ability to coordinate various departments and staff to complete projects on time and within budget.
Must be capable of preparing and analyzing data and preparing reports.
Familiarity with microcomputer systems.
Must be familiar with the MS Office Suite, including Excel, Word, with strong knowledge of Microsoft Access and/or comparable applications.
Ability to learn new technologies in the communications/information systems field, such as interactive voice response and other digital voice solutions.
Ability to work under stressful situations including large amounts of information and competing priorities.
May need to work outside of normal work hours (i.e., evenings and weekends providing 24/7 coverage)
Travel may be required to other MTA locations or other external sites.
EDUCATION AND EXPERIENCE:
REQUIRED:
Associate degree in Business or related field. Demonstrated equivalent combination of experience, education and/or technical credentials to include four (4) additional years of related experience may be considered in lieu of degree.
Minimum of three (3) years of experience in a Customer Service-related position, preferably in a Transportation environment.
Minimum of one (1) year of experience managing a diverse workforce which includes training employees.
PREFERRED:
Bachelor's degree in business or related field.
Demonstrated ability to learn technical details.
Familiarity with transportation industry operations: train schedules, physical characteristics, nomenclature of railroad operations, tariffs, labor agreements, etc.
Familiarity with the MTA’s policies and procedures.
Familiarity with the MTA’s collective bargaining procedures.
General knowledge of MTA Railroad operations preferred.
OTHER INFORMATION:
Pursuant 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”).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.