Call Center Manager

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: Pima County, AZ

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 actions
• Meet with CSC management to review metrics, quality results, establish goals/targets, address , as well as focus on areas of opportunities and development
• Host regular meetings with direct reports in an open forum to discuss performance results, opportunities, create action plans, and promote teamwork
• Ability to report Key Performance Indicators that represent their Call Center’s overall performance at Business Review meetings to the Executive Team monthly
• Identify additional training opportunities to assist staff in reaching maximum potential
• Conduct performance appraisals annually on each direct report
• Responsible for approval of staff time through payroll system
• Develop/implement promotions/incentives for CSC employees to foster teamwork, morale, and drive performance results
• Meets call center financial objectives by estimating requirements, preparing an annual budget, analyzing variances, and initiating corrective actions to ensure compliance
• Analyze statistical customer service center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
• Proactively interface with cross-functional personnel on all pertinent business issues which could impact call volume or staffing
• Understand 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 access
• Participate in cross functional projects and assignments within MTM to develop processes/procedures that will drive efficiency, reduce cost and create client satisfaction
• Conduct 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 experience
• Must possess a valid driver’s license

Skills:

• 3+ years previous experience in customer service management position
• Experience in coaching, mentoring and fostering a positive work environment
• Experience with recruiting, discipline management and termination process
• Must have proven experience dealing with conflict management
• Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Ability to make sound business judgments
• Excellent interpersonal skills and ability to work with and manage a variety of people
• Excellent communication skills both written and verbal
• Excellent public speaking and presentation skills
• Strong leadership and analytical skills
• Knowledge of Microsoft applications, including Word, Excel, Access, and PowerPoint
• Ability to maintain high level of confidentiality
• Regular 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 Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership 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.

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