Manager, Call Center

Exela Technologies Inc. Norwood , MA 02062

Posted 4 months ago

Position Purpose:

Responsible for overseeing the overall operations and performance of the MBTA Customer Service Call Center project and team, while ensuring compliance within client guidelines, along with performance and productivity standards. Responsible for service delivery, managing the client relationship, and meeting client SLAs with no penalties.

Essential Job Duties:

  • Managethe daily operations of the call center customer service team and manage the MBTA workflow

  • Coordinate and manage the delivery of service to MBTA

  • Work with the MBTA to address day to day issues and interfacing with the MBTA's contracting officer to address MBTA's strategies and relationship

  • Ensure client standards are maintained, including keeping lender's workload current

  • Monitor phone calls of team members to ensure adherence to all policies & procedures and perform QA as needed

  • Ensure call center is staffed properly to meet client's demand

  • Ensure client reporting is delivered timely, and with accuracy

  • Communicate with client as needed on an ongoing basis to relay sharp increase in call volumes as well as any industry trends

  • Effectively communicate departmental/team objectives on a regular basis

  • Responsible for takingescalated calls from team members and if required, communicate to the appropriate MBTA department, with urgency, if required

  • Motivate and create a positive working environment to achieve performance standards and productivity goals

  • Supervise, train and develop team members

  • Coach team members not meeting expectations or requiring assistance

  • Assess associate development needs and monitor performance

  • Provide recommendation for hire, advancement,promotion or termination of employment

  • Prepare departmental productivity reports and other reports required by management or client

  • Make recommendations to implement improved processes

  • Supervise direct reports and provide feedback on employee performance

  • Demonstrates high levels of safety awareness to achieve safety objectives

  • Follows the security and privacy policies, standards and guidelines in order to protect the informational assets of both the company and their customers

  • Respond to system problems and questions from associates in a timely manner

  • Maintain harmony among workers and resolve grievances timely

  • Be able to perform all job duties of the Customer Service Representative & Supervisor

  • Take calls and handle emails responses during peak volume periods or as required

  • Train all new customer service representatives and Supervisors

  • Ensure all client SLAs are met and penalties are not assessed

Qualifications for Position

  • 3+ years experience performing customer service duties

  • High school diploma or GED required

  • Previous supervisory and/or managerial experience

  • Excellent customer service skills

  • Strong PC and Microsoft Office skills

  • Demonstrates knowledge of and supports company standards, policies and procedures, operating instructions, confidentiality standards, and code of ethical behavior

  • Excellent customer service and interpersonal skills

  • Ability to multi-task, talk and type at the same time, with above average typing speed

  • Excellent time management skills

  • Excellent patience and problem solving skills

  • Ability to work independently and in a team environment

  • Verifiable, stable work history

  • Ability to operate basic computer equipment

  • Ability to communicate clearly and effectively (oral and written communication)

  • Local resident

  • Familiarity with MBTA 's transit system

  • Successful background check and drug screen

  • Ability to work a flexible schedule Monday Sunday as needed, including holidays

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Repetitive motion is required: may require twisting/bending/climbing

  • Required to work at computer for long periods

  • Required to stand, walk, simple grasp, reach with hands and arms

  • Required to regularly sit, talk or hear

  • Required to possess close vision and ability to focus

  • Conditions may include office environment, computer room.Occasional exposure to dust, dirt, toner, ink and other environmental factors is possible.

  • Repetitive motion is required; may require twisting/bending/climbing

May lift up to 25 lbs. frequently

Shift schedule is as follows: Monday: 11:30am-8:00pm; Tuesday: 8:00am-5:00pm; Wednesday: 8:00am-5:00pm; Thursday: 8:00am-5:00pm; Friday: 6:30am-3:00pm. Availability may include some mandatory weekends and holidays. Hi speed home internet connection preferred due to occasional work from home requirement due to weather related disaster recovery.

Exela is a proud sponsor of the 100,000 jobs Mission to employ America's veterans. We believe that hiring veterans is not only the right thing to do for veterans, but it's a great thing to do for our business. Our Nation's military veterans represent the best this country has to offer and they bring meaningful skills to the workplace. Additionally we are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identification, disability or veteran status.


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Manager, Call Center

Exela Technologies Inc.