Director Customer Management Center

Position at MTA Headquarters

JOB TITLE: Director, Customer Management Center

SALARY RANGE: $128,000-$140,000

HAY POINTS: 805

DEPT/DIV: HR Center of Excellence

SUPERVISOR: Senior Director, HR Center of Excellence

LOCATION: 333 West 34th Street New York, NY 10001

HOURS OF WORK: 8:30 am - 5:00 pm (7 1/2 hours/day)

DEADLINE: Until Filled

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:

The purpose of this position is to oversee Customer Management Center operations as well as managing vendor and internal / external partnerships. The incumbent will direct all phases of operations and process improvement through establishing rigorous KPIs and metrics with the goal of first-call resolution as well as the advancement of contact center technology through functional leadership. Additionally, the incumbent will demonstrate a commitment to excellence through continuous staff development programs to enhance employee engagement, service, knowledge, skills, maintaining a culture of high-impact customer experience.

RESPONSIBILITIES:

• Oversee Customer Management Center, team, and schedules to deliver timely and accurate inquiry management while providing superior customer service.

• Manage and direct all aspects of Customer Management Center operations in a manner that builds a strong workplace culture which maximizes both staff and the customer experience.

• Review existing Customer Management Center policies, procedures, and changes to ensure alignment with organizational requirements and best practice standards.

• Create and implement standardized processes and improve existing methodologies, including departmental and organizational improvements.

• Define, track, analyze and report status of work and budget for the Customer Management Center.

• Develop and manage client relationships with internal and external groups.

• Analyze end-to-end Center of Excellence (COE) processes to identify efficiencies in alignment with the MTA vision.

• Maintain appropriate level of process, functional and technical knowledge.

• Develop and review reports to manage, monitor and provide metrics for area of responsibility.

• Develop and implement business plans and customer service strategies to control costs and optimize resources.

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

• Identify, gather, and report on critical success metrics so that benefits can be quantified, and improvements can be quickly identified and acted on.

• Monitor performance against Service Level Agreements and Key Performance Indicator targets.

• Deploy new technology and expand the functionality of existing technology within required timeframes, minimizing disruptions even during maintenance windows.

• Partner with internal partners and vendors to modernize contact center technology.

• Monitor, develop, recommend and/or implement workforce management changes necessary to meet service standards, timeliness, and service level requirements.

• Assist senior leadership in attaining operational objectives by supplying relevant analysis of operation performance data as well as developing recommendations and action plans to address issues, including quality, productivity, and fiscal objectives.

• Review and develop Customer Management Center budget.

• Develop and implement business plans and customer service strategies to control costs and optimize resources.

• Other assignments as directed by the Senior Director.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent ability to manage a Contact Center.

• Excellent customer service skills and professional demeanor.

• Superior knowledge of cross functional business processes.

• Superior ability to build and manage customer relationships.

• Superior ability to use and an understanding of the technical components of various contact center technology:

• CMC includes: Siebel CRM, Oracle Enterprise Content Management (ECM) and) Genesys Cloud or other Interactive Voice Response (IVR) system.

• Superior ability to use PeopleSoft to perform and support process activities.

• Strong ability to negotiate.

• Strong ability to learn, use and teach various Customer Management Center enabling technologies.

• Strong ability to identify, prioritize, resolve and / or escalate complex problems promptly.

• Strong ability to manage multiple projects simultaneously with adherence to deadlines.

• Excellent oral and written communication skills.

• Excellent interpersonal skills required with the ability to work and collaborate with all levels of an organization.

• Excellent time management skills and ability to manage individual and team assignments.

• Strong ability to develop, manage, guide, and monitor functional and budgetary aspects of area of responsibility.

• Excellent team building skills that promote cooperation and communication between teams to develop more efficient and effective operations.

• Excellent understanding and experience with performance metrics.

• Customer-oriented; seeks solutions that will provide value to the customer.

• Strong ability to handle sensitive situations and maintain a high level of confidentiality.

EDUCATION AND EXPERIENCE:

REQUIRED:

• Bachelor's degree in Business, Communications, Technology or related field or an equivalent combination of education and experience may be considered in lieu of a degree.

• Minimum ten (10) years' experience managing Contact Center operations or related area.

• Minimum seven (7) years in managing and monitoring people.

PREFERRED:

• Master's degree in a related field.

• Attainment of or in the process of attaining specific functional licenses or certifications in area of specialty if applicable.

• Familiarity with the MTA's policies and procedures.

• Familiarity with the MTA's collective bargaining procedures.

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.